Senior Associate Support Operations

Summary

Join Gemini's Customer Support team as a Senior Associate, Support Operations (Quality Assurance) and play a critical role in maintaining and enhancing the company's quality assurance processes. You will be responsible for ensuring world-class customer experiences by grading support tickets, collaborating with BPO quality leads, identifying performance trends, providing feedback to support associates, and monitoring QA performance metrics. This role involves refining existing processes, developing new methodologies, and collaborating with cross-functional stakeholders. The position requires a hybrid work model with in-person presence twice a week in either Seattle, WA or New York City, NY. You will drive continuous improvement and advocate for a culture of quality across the organization. This role offers a competitive salary and benefits package.

Requirements

• Experience in Quality Assurance: Proven track record of at least 3–5 years in quality assurance within a customer support environment
• Analytical Skills: Strong attention to detail, ability to analyze performance metrics, identify trends, and provide actionable insights to improve quality and agent performance
• Collaboration Skills: Proven ability to lead and drive cross-functional projects, fostering alignment and collaboration across teams to achieve continuous improvement and operational excellence
• Communication Skills: Excellent written and verbal communication skills, including experience providing feedback to support associates and presenting actionable recommendations to leadership
• Process Improvement: Experience maintaining and refining established QA processes, with a proven ability to adapt methodologies to evolving business needs
• Customer-Centric Mindset: A strong commitment to delivering exceptional customer experiences and fostering a culture of quality and excellence
• Technical Proficiency: Comfortable using QA tools, Excel/Google Sheets, support ticketing systems, and data analysis software to monitor and report on QA performance

Responsibilities

• Grade support tickets against quality rubrics to ensure compliance with internal standards
• Collaborate with BPO quality leads to maintain consistency in QA practices across teams
• Identify performance trends to inform broader quality and training initiatives
• Provide feedback to support associates on areas for further development
• Monitor and report on QA performance metrics, providing actionable insights to support managers and leadership
• Drive continuous improvement by refining QA processes, ensuring they evolve to meet organizational needs
• Advocate for a culture of quality, partnering with cross-functional teams to uphold Gemini’s customer service standards

Preferred Qualifications

• Previous experience in the cryptocurrency industry, with a strong understanding of its unique challenges and opportunities
• Familiarity with financial markets, trading, exchanges, and cryptocurrency
• Proven experience collaborating with outsourced business partners
• Proficiency using Airtable to build and manage workflows effectively
• Experience with AI-driven tools and technologies, including sentiment analysis, or automated workflows, is highly desirable. Familiarity with leveraging AI for performance evaluation, data analysis, and optimizing customer support processes will be considered a strong advantage

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