Operations 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 the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle. Employees within the New York and Seattle metropolitan areas are expected to work from the designated office twice a week, unless there is a job-specific requirement to be in the office every workday. Employees outside of these areas are considered part of our remote-first workforce. We believe our hybrid approach for those near our NYC and Seattle offices increases productivity through more in-person collaboration where possible.

The Department: Credit Card

The Role: Associate, Operations Support

At Gemini, our 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 operations specialist should be comfortable communicating with people throughout the organization, able to solve problems and improvise as needed, and adept at estimating and managing time for a variety of tasks. The ideal candidate is a natural coordinator who has a strong sense of big-picture objectives and a sharp eye for detail. They are excited for a unique opportunity to make a real impact in an exciting and growing company.

Responsibilities:

• Assist the operations manager in developing, planning, and coordinating workflows to support Gemini Credit Card operations
• Assist with customer interactions, account servicing and related functions
• Perform daily, weekly and monthly recurring tasks to support flawless execution of financial and operational workflows
• 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, Credit Risk), 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
• Ability to re-prioritize and balance multiple projects frequently in response to changing business demands and regulatory requirements
• Support incident commanders during investigation and triaging of incidents
• Manage pre-investigation of customer issues, incidents, compliance issues to inform and engage the right stakeholders
• Provide cross-collaborative analytical support

Minimum Qualifications:

• 1-2 years in a Customer Support capacity or equivalent
• Confident verbal communication and polished written communication
• Excellent attention to detail and strong problem solving skills with a high accuracy and work quality
• Proven organizational skills, including time management
• Data-driven mindset, analytical acumen, and experience with data tools (SQL, Looker, Tableau, or similar)
• 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 or other ticketing programs
• Self-sufficiency and an ability to work with minimal supervision
• Proficient in G Suite products and reporting platforms such as Looker or Tableau

It Pays to Work Here   The compensation & benefits package for this role includes:

• 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