Associate, Credit Card Support

The Role: Associate, Credit Card Support

At Gemini, our Credit Card Support Associates play a crucial role in delivering exceptional customer service and ensuring efficient resolution of inquiries. They are dedicated to providing clear, effective support, addressing customer needs with precision, and upholding our high service standards. We are seeking a driven, self-motivated individual with strong interpersonal skills who thrives in a fast-paced environment. The ideal candidate is highly organized, detail-oriented, proactive, and ready to make an immediate impact by delivering reliable and efficient support to our customers.

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.

• 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

Salary Range: The base salary range for this role is between $66,000 – $75,000 in the State of New York, the State of California and the State of Washington. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.