Associate, Customer Support - Credit Card Support

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. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact.

The Department: Credit Card Support

The Role: Associate, Customer Support

At Gemini, our Credit Card 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 seeking 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.

Responsibilities:

• Confidently handle customer support calls with warmth, professionalism, and empathy, drawing on experience and active listening to identify the root cause of customer concerns before guiding them toward effective resolutions and delivering an exceptional customer experience.
• Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction.
• Serve as a trusted liaison between customers and cross-functional teams, communicating clearly, advocating for customer needs, and ensuring consistent follow-through to resolution.
• Navigate escalated customer concerns with patience, sound judgment, and ownership, engaging additional support as needed while keeping customers informed throughout the process.
• Partner with department heads to maintain accurate, practical runbooks, procedures, and internal documentation that support consistent service and an exceptional customer experience.
• Identify opportunities to improve processes and simplify workflows, taking ownership of projects from initial recommendation through successful completion.
• Provide occasional on-call weekend coverage and adjust weekday schedules as needed to support customer needs and team coverage.
• Develop and maintain a thorough understanding of the Gemini Credit Card product and related policies, translating that knowledge into clear, accurate guidance tailored to each customer’s needs.

Qualifications:

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

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Comprehensive health plans covered at 100% for employees and dependents
• Long-term incentive in the form of a new hire equity grant
• Paid Parental Leave
• Competitive paid time off

In Singapore, we have a hybrid work policy. Employees are expected to work from the office part of the week. We believe our hybrid approach increases productivity through more in-person collaboration where possible. All employees are required to onboard in-person at our office.

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.

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