Associate, Customer Support (Credit Card)

Gemini is seeking an Associate Customer Support to deliver exceptional customer service and ensure efficient resolution of inquiries. The ideal candidate is highly organized, detail-oriented, proactive, and ready to make an immediate impact by delivering reliable and efficient support to customers.

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Tempe, United States, North America

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About the Company

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact.

Credit Card Growth

Our Credit Card Support team is a highly skilled and dynamic group dedicated to providing exceptional customer service. Each team member plays a crucial role in ensuring that customers receive the best possible experience when seeking assistance, asking questions, or sharing feedback. The team efficiently handles all inbound service requests and communications related to the Gemini Credit Card, ensuring prompt and effective support.

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.

Qualifications

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.

It Pays to Work Here

The compensation & benefits package for this role includes:

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