Gemini is hiring a
Operations Support Associate

Summary

Join Gemini as an Associate, Operations Support and contribute to the success of our Credit Card department. As a brilliant and self-motivated individual, you will assist in developing workflows, interact with customers, perform daily tasks, and identify areas for process enhancements.

Requirements

• 1-2 years in a Customer Support capacity or equivalent
• Confident verbal communication and polished written communication
• Excellent attention to detail and strong problem solving skills with a high accuracy and work quality
• Proven organizational skills, including time management
• Data-driven mindset, analytical acumen, and experience with data tools (SQL, Looker, Tableau, or similar)
• Experience and comfort with solving complex problems from end-to-end
• Comfortable with providing on-call support coverage for customer issues outside of business hours

Responsibilities

• Assist the operations manager in developing, planning, and coordinating workflows to support Gemini Credit Card operations
• Assist with customer interactions, account servicing and related functions
• Perform daily, weekly and monthly recurring tasks to support flawless execution of financial and operational workflows
• Identify and assess customers’ needs to achieve resolution
• Triage tickets to the appropriate internal departments and work with them to resolve the issue
• Work with interdisciplinary teams (i.e. Engineering, Compliance, Credit Risk), escalating issues and collaborating with appropriate parties to establish protocol on new processes
• Use customer interaction data to help create process enhancements and efficiencies, and manage related projects to completion
• Ability to re-prioritize and balance multiple projects frequently in response to changing business demands and regulatory requirements
• Support incident commanders during investigation and triaging of incidents
• Manage pre-investigation of customer issues, incidents, compliance issues to inform and engage the right stakeholders
• Provide cross-collaborative analytical support

Preferred Qualifications

• Experience working in Zendesk or other ticketing programs
• Self-sufficiency and an ability to work with minimal supervision
• Proficient in G Suite products and reporting platforms such as Looker or Tableau

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