Associate, Customer Support (Retail Exchange Support)
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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