Gemini is hiring a
Associate Customer Support

Summary

Join Gemini's Customer Support team as an Associate and help resolve priority customer inquiries, triage with internal stakeholders for long-term fixes, and maintain communication with team leads and management.

Requirements

• 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

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
• Provide occasional on-call weekend coverage with flexibility during the week
• Review processes to ensure accuracy, efficiency, and scalability on a quarterly basis

Benefits

• Competitive starting salary
• A discretionary annual bonus
• Long-term incentive in the form of a new hire equity grant
• Comprehensive health plans
• 401K with company matching
• Paid Parental Leave
• Flexible time off