# Associate, Customer Support (Retail Exchange Support)

**Company**: Gemini
**Location**: Singapore, Singapore
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/gemini/jobs/8359787?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/associate-customer-support-retail-exchange-support-9ebe0e58-f88/

## Description

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

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## Skills

### Required
- customer support
- crypto
- fintech
- blockchain
- Zendesk

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gemini/jobs/8359787?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)