Associate, Customer Support (Retail Exchange Support)

About the Company

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact.

The Department: Retail Exchange Support

The Role: Associate, Customer Support

As Gemini continues to grow rapidly our Customer Support organization must expand and dynamically change to meet the needs of our customers. The Customer Support Associate is a vital part of creating a successful CS operation at Gemini. A successful Associate will help resolve priority customer inquiries and triage with internal stakeholders for long term fixes.  Each associate will maintain communication with team leads and management with feedback on day to day.

Responsibilities:

• Own high-priority and escalated customer cases from intake to resolution, including complex crypto transfer, account restriction, and fiat transfer issues
• Act as the customer’s point of contact with teams across Gemini, such as Fraud, Compliance, Deposit Operations, and Engineering, driving issues to resolution and keeping customers informed
• Handle escalations from the front-line support team and management, and make sure each case reaches the right owner quickly
• Coach and train front-line agents on the most common escalation topics to improve first-contact resolution
• Partner with department heads to keep runbooks and procedures accurate and up to date
• Investigate the root causes of recurring escalations and reopened cases, then design and lead routing, process, and automation improvements through completion
• Use support data such as backlog, reopen rate, CSAT, and resolution time to spot trends and share insights with leadership each week
• Review processes quarterly for accuracy, efficiency, and scalability
• Occasional weekend on-call coverage, with flexibility during the week

Qualifications:

• 3-4 years in a customer support capacity or equivalent
• Passionate about providing great customer experience while solving complex problems from end-to-end
• Confident verbal communication and polished written communication
• Experience with a ticketing platform such as Zendesk, including routing and macros
• Comfort with flexible hours, including weekends, for comprehensive support coverage
• Experience in crypto, fintech, or another regulated financial support environment
• Familiarity with Cryptocurrencies/Blockchain technologies 
• Comfort working across teams without direct authority
• Ability to explain complex account issues clearly to customers and internal partners
• Basic understanding of Financial Markets and Trading

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Comprehensive health plans covered at 100% for employees and dependents
• Long-term incentive in the form of a new hire equity grant
• Paid Parental Leave
• Competitive paid time off

In Singapore, we have a hybrid work policy. Employees are expected to work from the office part of the week. We believe our hybrid approach increases productivity through more in-person collaboration where possible. All employees are required to onboard in-person at our office.

At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.

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