Manager, Trust & Safety

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: Trust & Safety

Trust & Safety is a team dedicated to protecting Gemini’s users and its platform from fraudulent and abusive activity while ensuring a seamless customer journey. We are a diverse group of technology and operational professionals who develop new approaches to solving classic problems using cutting edge tools and processes.

The Role: Manager, Trust & Safety

At Gemini, Trust is our Product. Building trust begins by ensuring our customers have a safe and delightful experience on our platform. As we scale, Gemini is looking for a passionate leader to grow and manage our Trust & Safety Operations Team. This team works directly with Gemini customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs, onboarding issues, transaction errors, and timely account security escalations.

Responsibilities:

• Lead the overall operational program and supporting teams responsible for fraud and risk review.
• Develop and maintain operational policies, procedures, quality and assurance, and SLAs in order to ensure consistent and high quality outcomes.
• Scale operational processes to meet the demands of new products, customer feedback, and continued global expansion.
• Remain current on prevalent fraud vectors, identify trending risks within operational metrics, and help mitigate potential issues.
• Brief executives and other senior management on fraud and risk metrics.
• Partner with compliance, customer support, product, legal, and engineering teams to guide the development and improve fraud prevention and risk management controls.
• Respond to risk-related customer issues of varying levels of complexity.
• Mentor and guide the team of fraud associates; set a high bar of operational excellence.
• Manage and understand Key Performance Indicators (KPIs) and make data driven decisions.
• This role may include on-call responsibilities during some nights and weekends.

Minimum Qualifications:

• BA/BSc in relevant fields or commensurate years of experience.
• 5+ years of operational experience in a Risk, Trust and Safety, Fraud Prevention team, preferably at a cryptocurrency exchange, fintech or financial institution.
• 2+ years of people management experience.
• A deep understanding of the prevalent types of financial and online fraud, including scams, carding, first party fraud, account takeovers etc.
• Strong team player, ability to work with interdisciplinary teams.
• A healthy balance of empathy and skepticism, and the ability to question one’s own assumptions.
• Ability to think on the feet and maintain composure in difficult and complex situations.
• Roll-up-the-sleeves, no-task-is-too-small-attitude; willingness to do what’s necessary to ensure the safety of our customers.
• Ability to create and monitor operational metrics and provide insight to management on business performance.
• Familiarity with analytic tools like Looker and Tableau.

Preferred Qualifications:

• Working knowledge of digital assets and cryptocurrencies.
• UK, Europe, Asia and other region-specific fraud knowledge is a plus.

It Pays to Work Here

The compensation & benefits package for this role includes: