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