Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.
Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency.
At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.
The Department: Customer Support
Our Customer Support team is a group of highly talented and dynamic contributors. Each individual ensures that our customers have the best experience possible when they need help, have a question, or provide feedback. The team efficiently manages all inbound service requests and communications with customers during the onboarding process, and are increasingly contributing to outbound communications. While their main focus is retail customers, they are progressively interacting with institutional customers. During periods of low-service volume, the team also eagerly takes on support-centric projects.
The Role:Associate, Customer Support
As Gemini continues to grow rapidly, our Customer Support organization must expand and dynamically change to meet the needs of our customers. The Customer Support Associate is a vital part of creating a successful CS operation at Gemini. A successful Associate will help resolve priority customer inquiries and triage with internal stakeholders for long term fixes. Each associate will maintain communication with team leads and management with feedback on day to day.
Responsibilities
Handle high priority customer requests
Act as a liaison between cross-functional Gemini teams and the customer to ensure issues are progressed and customers remain informed
Handle issue escalations from management as needed
Work with cross team department heads to ensure runbooks and procedures are accurate and up to date
Create process enhancements and workflow efficiencies, and manage any projects to completion
Occasional on-call weekend coverage with flexibility during the week
Review processes to ensure accuracy, efficiency, and scalability on a quarterly basis
Qualifications
3-4 years in a customer support capacity or equivalent
Passionate about providing great customer experience
Confident verbal communication and polished written communication
Experience administering and configuring Zendesk Support, Guide and Chat
Experience and comfort with solving complex problems from end-to-end
Comfort with flexible hours, including weekends, for comprehensive support coverage
Experience in financial services support and a regulated environment
Familiarity with Cryptocurrencies/Blockchain technologies
Basic understanding of Financial Markets and Trading
It Pays to Work Here
We take a holistic approach to compensation at Gemini, which includes:
Competitive Compensation
Long-term incentive in the form of a new hire equity grant
Up to 28 paid holidays (in addition to public/bank holidays)
Retirement Plan Matching
Generous Parental leave
Comprehensive health plans
Training and professional development
In London, we have a remote work policy.
At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Financial Services
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