Associate, Customer Support (Washington)

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:

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. Additionally, this individual will be involved in daily custody operations responsibilities at secured facilities.

This role is required to be in person 5 days per week at our Seattle, WA office. Schedules will be Sunday - Thursday or Tuesday - Saturday and some may also be outside of traditional business hours.

Responsibilities:

1. Manage the execution of the company’s daily custody operations. This may include multiple times per week trips to various secured facilities. The candidate must be able to consistently ensure the end-to-end operations process requirements are met.
2. Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction.
3. Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication across both languages.
4. Handle escalated customer issues with professionalism and efficiency, escalating further as needed.
5. Collaborate with department heads to maintain and update runbooks, procedures, and internal documentation.
6. Identify opportunities for process improvements, implement workflow efficiencies, and drive projects to completion.
7. Provide one day a week weekend coverage with flexibility during the week as needed.
8. Maintain a strong understanding of Gemini products and related policies to provide accurate and informed support.

Qualifications:

1. Ability to travel (as frequent as daily) to local, secured facilities. 
2. 3-4 years in a customer support capacity or equivalent.
3. Familiarity with crypto.
4. Passionate about providing a great customer experience.
5. Experience administering and configuring Zendesk Support, Guide and Chat.
6. Experience in financial services support and a regulated environment.
7. Experience and comfort with solving complex problems from end to end.
8. Basic understanding of financial markets and trading.
9. Support on-call efforts through being responsive and available 24/7/365.
10. Willingness and ability to work on weekends and holidays (non-remote).

Salary Range

: The base salary range for this role is between $67,500 - $90,000 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.