Associate, Customer Support (Retail Exchange 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.

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:

• 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