Associate, Customer Support (Credit Card Support)

At Gemini, our Credit Card Support Associates play a crucial role in delivering exceptional customer service and ensuring efficient resolution of inquiries.

Responsibilities:

• Confidently handle customer support calls with warmth, professionalism, and empathy, drawing on experience and active listening to identify the root cause of customer concerns before guiding them toward effective resolutions and delivering an exceptional customer experience.
• 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 trusted liaison between customers and cross-functional teams, communicating clearly, advocating for customer needs, and ensuring consistent follow-through to resolution.
• Navigate escalated customer concerns with patience, sound judgment, and ownership, engaging additional support as needed while keeping customers informed throughout the process.
• Partner with department heads to maintain accurate, practical runbooks, procedures, and internal documentation that support consistent service and an exceptional customer experience.
• Identify opportunities to improve processes and simplify workflows, taking ownership of projects from initial recommendation through successful completion.
• Provide occasional on-call weekend coverage and adjust weekday schedules as needed to support customer needs and team coverage.
• Develop and maintain a thorough understanding of the Gemini Credit Card product and related policies, translating that knowledge into clear, accurate guidance tailored to each customer’s needs.

Qualifications:

• 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.

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