Customer Support Associate, Credit Card

About the Company

Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency. 

At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.

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

The Department: Credit Card

The Role: Associate, Customer Support

At Gemini, our Support team members work alongside the brightest minds in a fast-paced and evolving industry. They ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. We are looking for a brilliant, self-motivated, personable hands-on individual who is hungry and eager to learn. The ideal candidate is a highly organized, detail-oriented, self-starter with the desire to make an immediate impact and the ability to work through the unexpected. They are excited for a unique opportunity to make a real impact in an exciting and growing company.

Responsibilities:

• Manage all flows of inbound customer requests and issues via email, chat and phone
• Identify and assess customers’ needs to achieve resolution
• Triage tickets to the appropriate internal departments and work with them to resolve the issue
• Work with interdisciplinary teams (i.e.Engineering, Compliance, Security), escalating issues and collaborating with appropriate parties to establish protocol on new processes
• Use customer interaction data to help create process enhancements and efficiencies, and manage related projects to completion

Minimum Qualifications:

• 1-2 years in a Customer Support capacity or equivalent
• Confident verbal communication and polished written communication
• Highly organized and detail-oriented
• Experience and comfort with solving complex problems from end-to-end
• Comfortable with providing on-call support coverage for customer issues outside of business hours

Preferred Qualifications:

• Experience working in Zendesk
• Experience in social media support

• Competitive base salary
• Benefits
• Discretionary annual bonus

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.