Senior Associate, Support Operations

Gemini seeks a Senior Support Operations Associate to scale the effectiveness of its Customer Support team. This role focuses on maintaining support documentation, partnering on product launches, and contributing to quality assurance.

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Singapore, East Asia

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Requirements

Preferably 3–5 years of experience in a support operations, enablement, or QA role — ideally in fintech, crypto, or a high-growth tech environment.

Working knowledge of tools such as Zendesk, Confluence, Salesforce, Airtable and QA platforms (e.g., MaestroQA).

Experience with reporting and dashboard tools (e.g., Google Suite, Looker, or similar).

Exceptional attention to detail and strong written communication skills.

Demonstrated ability to manage projects and documentation in a fast-paced, evolving environment.

Comfortable grading support tickets, providing feedback, and contributing to performance calibration.

Familiarity with cryptocurrency products, trading platforms, or financial services.

Responsibilities

Maintain and continuously update internal support documentation, including runbooks, macros, FAQs, and Confluence pages, ensuring accuracy, clarity, and usability.

Participate in cross-functional projects related to new product launches, feature enhancements, and workflow changes. Translate product knowledge into agent-friendly resources and deliverables that support a smooth rollout.

Regularly grade customer support tickets against established QA rubrics and provide structured feedback to inform coaching and training efforts.

Report on emerging trends and recurring issues surfaced in customer support tickets to inform product, tooling, and process improvements. Use data and frontline insights to identify friction points, knowledge gaps, or systemic issues impacting the customer experience. Partner with Support Leadership, QA, and Product teams to implement solutions that enhance agent performance and service quality.

Act as a conduit between frontline agents and internal teams to surface support pain points and relay customer insights to influence broader support strategy.

Benefits

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