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
• 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