Credit Card Support Associate

Summary

Join Gemini's Credit Card Support team as an Associate and play a crucial role in delivering exceptional customer service. You will manage inbound customer inquiries through Zendesk, ensuring timely resolutions and high customer satisfaction. Collaborate with cross-functional teams, handle escalated issues, and contribute to process improvements. This role requires 3-4 years of customer support experience, familiarity with crypto, and strong communication skills. Gemini offers a competitive salary, annual bonus, equity grant, comprehensive health plans, 401k matching, paid parental leave, and flexible time off. The role includes a hybrid work policy for those near NYC or Seattle offices, with remote options available for others.

Requirements

• 3-4 years in a customer support capacity or equivalent
• Familiarity with Crypto
• Passionate about providing a great customer experience
• Confident verbal communication and polished written communication
• Experience administering and configuring Zendesk Support, Guide and Chat
• Experience in financial services support and a regulated environment
• Experience and comfort with solving complex problems from end-to-end
• Comfort with flexible hours, including weekends, for comprehensive support coverage
• Basic understanding of Financial Markets and Trading

Responsibilities

• Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction
• Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication
• Handle escalated customer issues with professionalism and efficiency, escalating further as needed
• Collaborate with department heads to maintain and update runbooks, procedures, and internal documentation
• Identify opportunities for process improvements, implement workflow efficiencies, and drive projects to completion
• Provide occasional on-call weekend coverage with flexibility during the week as needed
• Maintain a strong understanding of the Gemini Credit Card product and related policies to provide accurate and informed support

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
• In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle