# Head of Customer Service

**Company**: Gemini
**Location**: Scottsdale, Arizona
**Work arrangement**: onsite
**Experience**: executive
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/gemini/jobs/8089812?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8fb3035a-3d9

## Description

As the Head of Customer Service at Gemini, you will play a crucial role in leading the workforce management function and partnering with the Operations team to ensure seamless coverage and business continuity.

The Customer Support Team at Gemini is a highly skilled and dynamic group dedicated to providing exceptional customer service. The team handles all inbound phone-based service requests and communications for the Gemini Credit Card and email-based requests for Gemini Exchange.

Responsibilities:

- Design, implement, and scale long-term customer service strategies that align with Gemini's growth and brand values

- Translate strategic direction and goals from the Director into actionable plans for the operations team

- Lead workforce management, including time cards, scheduling, and headcount management to ensure seamless coverage and business continuity

- Identify and resolve operational inefficiencies

- Resolve high-priority and complex customer complaints, and negotiate solutions for critical escalations

- Hire, train, mentor, and evaluate customer service managers, team leads, and support agents

- Lead local shift managers and global team leaders, empowering them and their teams to hit performance targets through coaching, training, and recognition

- Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction

- Partner with Product, Sales, and Marketing teams to feed customer feedback into product roadmaps and retention campaigns

- Collaborate with the global operations teams, legal, office management, and security to ensure compliance with company and local policies

Minimum Qualifications:

- Minimum 15+ years in customer support management, with at least 3-5 years in a senior leadership role

- Proficiency in Google applications (Sheets, Docs, Slides)

- Deep familiarity with modern helpdesk software, CRM systems (Zendesk), and data analytical tools

- Experience with key metrics reporting

- Strong communication skills and a dependable team-player attitude

- Ability to adapt quickly to new information and changing environments

- Passion for delivering excellent client service with integrity and a proactive approach

Preferred Qualifications:

- 15+ years of experience in the banking or financial industry

- 10+ years of client service experience

- Associate Degree or higher

The compensation & benefits package for this role includes:

- Competitive starting pay

- 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

## Skills

### Required
- Google applications
- helpdesk software
- CRM systems
- data analytical tools
- key metrics reporting
- strong communication skills

### Nice to have
- banking or financial industry experience
- client service experience
- Associate Degree or higher

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gemini/jobs/8089812?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)