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Associate, Credit Card Support

Gemini
United States
Full time
$66,000 - $75,000 per year
Hybrid

Overview

Department

Customer Service

Job type

Full time

Compensation

$66,000 - $75,000 per year

Location

United States

Company size

Scale Up [ 11<50 employees ]

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Provides exceptional customer service and ensures efficient resolution of inquiries related to the Gemini Credit Card. Handles inbound service requests and communications, addressing customer needs with precision.

Requirements

  • 3-4 years in a customer support capacity or equivalent.
  • Familiarity with Crypto.
  • Passionate about providing a great customer experience.
  • Confident verbal communication and polished written communication.
  • Experience administering and configuring Zendesk Support, Guide and Chat.
  • Experience in financial services support and a regulated environment.
  • Experience and comfort with solving complex problems from end-to-end.
  • Comfort with flexible hours, including weekends, for comprehensive support coverage.
  • Basic understanding of Financial Markets and Trading.

    • Responsibilities

  • Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction.
  • Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication.
  • Handle escalated customer issues with professionalism and efficiency, escalating further as needed.
  • Collaborate with department heads to maintain and update runbooks, procedures, and internal documentation.
  • Identify opportunities for process improvements, implement workflow efficiencies, and drive projects to completion.
  • Provide occasional on-call weekend coverage with flexibility during the week as needed.
  • Maintain a strong understanding of the Gemini Credit Card product and related policies to provide accurate and informed support.

    • Benefits

  • Competitive starting salary
  • 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
    • Company
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