Associate, Customer Support

Our Customer 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 exchange, ensuring prompt and effective support.

The Role: Associate, Customer Support

At Gemini, our Customer 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 looking for 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.

This role is required to be in person 5 days per week at our Tempe, AZ office.

Responsibilities:

1. Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction in English.
2. Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication across both languages.
3. Handle escalated customer issues with professionalism and efficiency, escalating further as needed.
4. Raise concerns to leadership for process improvements, implement workflow efficiencies, and drive projects to completion.
5. Assist with scheduled on-call weekend coverage, as needed.
6. Maintain a strong understanding of Gemini products and related policies to provide accurate and informed support.
7. Support on-call efforts through being responsive and available 24/7/365.
8. On occasion, work on weekends and holidays (in-office required).

Qualifications:

1. 3–4 years in a customer support capacity or equivalent.
2. Familiarity with crypto and blockchain technologies.
3. Passionate about providing a great customer experience.
4. Experience in financial services support and a regulated environment.
5. Experience and comfort with solving complex problems from end to end.
6. Basic understanding of financial markets and trading.