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Customer Support Associate - Remote

Posted 8 weeks ago
Customer Service
Full Time
UK

Overview

The Customer Support Associate is a vital part of creating a successful customer support operation at Gemini, helping to resolve priority customer inquiries and ensuring effective communication with internal stakeholders.

In Short

  • Handle high priority customer requests
  • Act as a liaison between cross-functional teams and customers
  • Manage issue escalations from management
  • Ensure runbooks and procedures are accurate and up to date
  • Create process enhancements and manage projects
  • Occasional on-call weekend coverage
  • Review processes for accuracy and efficiency

Requirements

  • 3-4 years in a customer support capacity
  • Passionate about providing great customer experience
  • Confident verbal and written communication
  • Experience with Zendesk Support, Guide, and Chat
  • Comfort with solving complex problems
  • Flexible hours including weekends
  • Experience in financial services support
  • Familiarity with Cryptocurrencies/Blockchain
  • Basic understanding of Financial Markets and Trading

Benefits

  • Competitive Compensation
  • Long-term incentive in the form of a new hire equity grant
  • Up to 28 paid holidays
  • Retirement Plan Matching
  • Generous Parental leave
  • Comprehensive health plans
  • Training and professional development
Gemini logo

Gemini

Gemini is a global cryptocurrency and Web3 platform founded in 2014 by Tyler and Cameron Winklevoss. The company provides a diverse range of crypto products and services for both individuals and institutions across more than 70 countries. With a mission to enhance financial, creative, and personal freedom, Gemini focuses on creating simple, elegant, and secure crypto solutions. The company promotes a flexible hybrid work policy for employees near its offices in New York City and Seattle, fostering collaboration while also supporting a remote-first workforce. The Data team at Gemini plays a crucial role in leveraging data to improve decision-making, support product innovation, and ensure regulatory compliance.

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