Gemini - Associate, Customer Support

Tempe, Arizona+ Equity3w ago

In Office Junior NA Cryptocurrency Fintech Travel Agent Sales Representative Team Management Zendesk Gemini

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Requirements

• 3–4 years in a customer support capacity or equivalent. • Familiarity with crypto and blockchain technologies. • Passionate about providing a great customer experience. • Experience in financial services support and a regulated environment. • Experience and comfort with solving complex problems from end to end. • Basic understanding of financial markets and trading. • It Pays to Work Here • The compensation & benefits package for this role includes: • Competitive starting pay • 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 • At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.

Responsibilities

• 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. • Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication across both languages. • Handle escalated customer issues with professionalism and efficiency, escalating further as needed. • Raise concerns to leadership for process improvements, implement workflow efficiencies, and drive projects to completion. • Assist with scheduled on-call weekend coverage, as needed. • Maintain a strong understanding of Gemini products and related policies to provide accurate and informed support. • Support on-call efforts through being responsive and available 24/7/365. • On occasion, work on weekends and holidays (in-office required).