About the Company
Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure.
The Department: Credit Card Growth
Our Credit Card 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 This team efficiently handles all inbound service requests and communications related to the Gemini Credit Card, ensuring prompt and effective support.
The Role: Senior Associate, Customer Support
As a Senior Customer Support Associate at Gemini, you will serve as the frontline for client interaction, providing support via phone, chat, and email within an inbound contact center. You will be expected to demonstrate proficiency in client service, problem-solving, and the effective use of technology platforms. You will take ownership of each client interaction, ensuring accurate and timely resolution of routine requests, while also identifying opportunities to enhance the client experience through digital solutions.
This role is required to be in person five days a week at our Scottsdale, AZ office.
Responsibilities:
- Respond to routine client inquiries and service requests with professionalism and accuracy.
- Recommend appropriate solutions based on client needs and ensure proper documentation of interactions.
- Escalate issues requiring risk assessment, exception handling, or detailed analysis through proper channels.
- Stay informed by reading frequent updates and incorporating new information into live client interactions.
- Ensure compliance with industry regulations, internal policies, and financial control procedures.
- Demonstrate excellent attendance, reliability, and adherence to scheduled shifts, including weekends and holidays.
- Build rapport and communicate effectively with clients, addressing concerns in plain language.
- Embrace feedback and coaching to continuously improve performance.
- Manage multiple tasks and navigate various systems during client interactions.
Minimum Qualifications:
- High School Diploma, GED, or equivalent required.
- Minimum 5 years of customer/client service experience, in a contact center or financial services environment.
- Demonstrated ability to resolve client issues and recommend solutions with empathy and accuracy.
- Strong communication skills and a dependable team-player attitude.
- Intermediate proficiency with computers and modern technology platforms.
- Ability to adapt quickly to new information and changing environments.
- Passion for delivering excellent client service with integrity and a proactive approach.
Preferred Qualifications:
- 5+ years of experience in the banking or financial industry.
- 5+ years of client service experience.
- Associate Degree or higher.
- 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
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.