Customer Support Associate, Gemini

$66-75k

Salary applicable to applicants based in the State of New York, the State of California and the State of Washington only. All locations include discretionary annual bonus

Zendesk

Mid level

New York

Remote from US

More information about location

Cryptocurrency exchange platform

Job no longer available

Cryptocurrency exchange platform

1001+ employees

FintechB2CCryptocurrencyMarketplaceInvestingTradingBlockchain

Job no longer available

$66-75k

Salary applicable to applicants based in the State of New York, the State of California and the State of Washington only. All locations include discretionary annual bonus

Zendesk

Mid level

New York

Remote from US

More information about location

1001+ employees

FintechB2CCryptocurrencyMarketplaceInvestingTradingBlockchain

Company mission

To unlock the next era of financial, creative and personal freedom

Job

Company

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
This role is expected to cover US West Coast hours
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
This role requires a schedule outside of normal business hours. The options are Tuesday - Saturday 10:00 AM - 6:00 PM Pacific Time (PT) or Sunday - Thursday 10:00 AM - 6:00 PM Pacific Time (PT)
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
Occasional on-call weekend coverage with flexibility during the week
Review processes to ensure accuracy, efficiency, and scalability on a quarterly basis

Our take

Gemini is a cryptocurrency exchange platform that's known for offering excellent security as well as being available across the US, including 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. It 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 maintaining its status as a registered digital asset service provider in Europe (with plans to expand further in the region very soon), 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 at Welcome to the Jungle

Insights

-13% employee growth in 12 months

Glassdoor (3.2)

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 HQ

New York, NY

Leadership

Tyler Winklevoss

(Co-Founder & 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

(Co-Founder & 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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