Gemini is looking for an Associate, Customer Support to deliver exceptional service and manage daily custody operations. This role supports our mission to unlock financial freedom through trusted access to the decentralized future. You'll be a key part of our Seattle team, working onsite 5 days per week with schedules that include weekends and holidays.

What You'll Do

Manage the execution of the company’s daily custody operations, including multiple trips per week to various secured facilities.
Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions.
Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication.
Handle escalated customer issues with professionalism and efficiency.
Collaborate with department heads to maintain and update runbooks, procedures, and internal documentation.
Identify opportunities for process improvements, implement workflow efficiencies, and drive projects to completion.
Provide one day a week weekend coverage with flexibility during the week as needed.
Maintain a strong understanding of Gemini products and related policies to provide accurate and informed support.

What We're Looking For

Ability to travel (as frequent as daily) to local, secured facilities.
3-4 years in a customer support capacity or equivalent.
Familiarity with crypto.
Passionate about providing a great customer experience.
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.
Basic understanding of financial markets and trading.
Support on-call efforts through being responsive and available 24/7/365.
Willingness and ability to work on weekends and holidays (non-remote).

Technical Stack

Zendesk Support
Zendesk Guide
Zendesk Chat

Team & Environment

Part of the Customer Support team, a highly skilled and dynamic group.

Benefits & Compensation

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
Compensation: $67,500 - $90,000 + equity: New hire equity grant

Work Mode

This is an onsite position based in Seattle, Washington, requiring in-person presence 5 days per week.

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.