Associate, Customer Support (Credit Card Support)

About the role

Gemini, a global crypto and Web3 platform, is hiring an Associate, Customer Support within its Credit Card Support team in Singapore. The role delivers exceptional customer service and resolves inquiries efficiently, in a fast-paced environment. It suits a driven, self-motivated person with strong interpersonal skills who is highly organized, detail-oriented and proactive.

Key responsibilities

• Handle customer support calls with warmth, professionalism and empathy, identifying the root cause of concerns and guiding customers to effective resolutions.
• Manage inbound inquiries and issues through Zendesk, resolving them promptly and maintaining a high level of service.
• Act as a liaison between customers and cross-functional teams, advocating for customer needs and following through to resolution.
• Navigate escalated concerns patiently, engaging additional support as needed and keeping customers informed.
• Partner with department heads to maintain accurate runbooks, procedures and internal documentation.
• Identify process improvements and own projects from recommendation to completion.
• Provide occasional on-call weekend coverage and adjust weekday schedules as needed.
• Build a thorough understanding of the Gemini Credit Card product and related policies, giving clear, accurate guidance to each customer.

Required profile

• 3-4 years in a customer support capacity or equivalent.
• Familiarity with crypto; passion for providing a great customer experience.
• Confident verbal and polished written communication.
• Experience in financial services support and a regulated environment.
• Comfort solving complex problems end-to-end and working flexible hours, including weekends.
• Basic understanding of financial markets and trading.

Required skills

• Zendesk Support, Guide and Chat administration and configuration.

What we offer

• Health plans covered at 100% for employees and dependents.
• New hire equity grant as long-term incentive.
• Paid parental leave and competitive paid time off.
• Hybrid work in Singapore, with in-person onboarding at the office.