Associate, Customer Support

May 8

Gemini

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Gemini is a next generation cryptocurrency platform that allows customers to buy, sell, stake, and store crypto.

501 - 1000

💰 Venture Round on 2022-02

Description

• Handle high priority customer requests • Act as a liaison between cross-functional Gemini teams and the customer to ensure issues are progressed and customers remain informed • Handle issue escalations from management as needed • Work with cross team department heads to ensure runbooks and procedures are accurate and up to date • Create process enhancements and workflow efficiencies, and manage any projects to completion • Occasional on-call weekend coverage with flexibility during the week • Review processes to ensure accuracy, efficiency, and scalability on a quarterly basis

Requirements

• 3-4 years in a customer support capacity or equivalent • Passionate about providing great customer experience • Confident verbal communication and polished written communication • Experience administering and configuring Zendesk Support, Guide and Chat • Experience and comfort with solving complex problems from end-to-end • Comfort with flexible hours, including weekends, for comprehensive support coverage • Experience in financial services support and a regulated environment • Familiarity with Cryptocurrencies/Blockchain technologies • Basic understanding of Financial Markets and Trading

Benefits

• 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