Customer Support Associate, Gemini
$66-75k
+ Discretionary annual bonus + New hire equity grant; Salary applicable to candidates based in NY, CA and WA only and may vary by other locations
2+ days a week in office
Cryptocurrency exchange platform
Open for applications
Cryptocurrency exchange platform
1001+ employees
Open for applications
$66-75k
+ Discretionary annual bonus + New hire equity grant; Salary applicable to candidates based in NY, CA and WA only and may vary by other locations
2+ days a week in office
1001+ employees
Company mission
To unlock the next era of financial, creative and personal freedom
Role
Who you are
- 3-4 years in a customer support capacity or equivalent
- Passionate about providing great customer experience
- Confident verbal communication and polished written communication
- Experience administering and configuring Zendesk Support, Guide and Chat
- Experience and comfort with solving complex problems from end-to-end
- Comfort with flexible hours, including weekends, for comprehensive support coverage
- Experience in financial services support and a regulated environment
- Familiarity with Cryptocurrencies/Blockchain technologies
- Basic understanding of Financial Markets and Trading
What the job involves
- Our Customer Support team is a group of highly talented and dynamic contributors
- Each individual ensures that our customers have the best experience possible when they need help, have a question, or provide feedback
- The team efficiently manages all inbound service requests and communications with customers during the onboarding process, and are increasingly contributing to outbound communications
- While their main focus is retail customers, they are progressively interacting with institutional customers
- During periods of low-service volume, the team also eagerly takes on support-centric projects
- 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
- Each associate will maintain communication with team leads and management with feedback on day to day
- Handle high priority customer requests
- Act as a liaison between cross-functional Gemini teams and the customer to ensure issues are progressed and customers remain informed
- Handle issue escalations from management as needed
- Work with cross team department heads to ensure runbooks and procedures are accurate and up to date
- Create process enhancements and workflow efficiencies, and manage any projects to completion
- Provide occasional on-call weekend coverage with flexibility during the week
- Review processes to ensure accuracy, efficiency, and scalability on a quarterly basis
- This role requires schedules outside of normal business hours: a Pacific Coast Customer Support Associate working Tuesday - Saturday 10:00 AM - 7:00 PM Pacific Time (PT)
Our take
Gemini is a cryptocurrency exchange platform that's known for offering excellent security as well as being available across the US, including in New York - a state not often covered by crypto exchanges.
As a trading platform, Gemini is one of many, but a dedication to innovation and a commitment to working within FCA regulations are what make it stand out from the crowd. After acquiring Blockrize in 2021, the company launched a credit card for US customers that enables them to earn a small percentage of spending back in bitcoin rewards. They also launched the Gemini dollar, a 1:1 USD-backed stablecoin, that combines the price stability of the US dollar with the technological advantages of a cryptocurrency.
The crypto exchange market is crowded with exchange platforms, and Gemini's competitors include giants like Coinbase. However, by operating within regulations and with the recent announcement of its official registration as a digital asset service provider in Europe (where it serves more than a dozen countries), Gemini is in a strong position to face the continued crackdown on unauthorized activity in this market and make a space for itself in the DeFi future.
Freddie
Company Specialist
Insights
Company
Funding (1 round)
Nov 2021
$400m
GROWTH EQUITY VC
Total funding: $400m
Company benefits
- Flexible vacation policy
- Retirement plan matching
- Generous parental leave
- Comprehensive health plans
- Training and development
- Health and wellness perks
- Community events
Company values
- At Gemini, each of us is a captain of our spaceship and free to come up with new ideas to improve our journey. We’re empowered to make decisions for ourselves, for our team, and even for our leaders in order to innovate and build trust.
Company HQ
New York, NY
Articles
Leadership
Tyler Winklevoss
(CEO)Principal at Winklevoss Capital. Studied Economics at Harvard. Notorious for their role in the founding of Facebook, they co-founded Gemini with brother Cameron in 2014.
Cameron Winklevoss
(President)Principal at Winklevoss Capital. Studied Economics at Harvard. Notorious for their role in the founding of Facebook, they co-founded Gemini with brother Tyler in 2014.
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