Customer Support Associate - Retail Exchange Support

About the role

Gemini, a global crypto and Web3 platform, is hiring a Customer Support Associate for its Retail Exchange Support team in Singapore. The role helps resolve priority customer inquiries and triages them with internal stakeholders for long-term fixes, while keeping daily feedback flowing with team leads and management.

Key responsibilities

• Own high-priority and escalated customer cases from intake to resolution, including complex crypto transfers, account restrictions and fiat transfers
• Act as the customer's point of contact with teams such as Fraud, Compliance, Deposit Operations and Engineering, keeping customers informed
• Handle escalations from frontline support and ensure each case reaches the right owner quickly
• Coach and train frontline agents on common escalation topics to improve first-contact resolution
• Keep runbooks and procedures accurate with department heads, and investigate root causes of recurring escalations to drive routing, process and automation improvements
• Share weekly insights on backlog, reopen rate, CSAT and resolution time, and review processes quarterly
• Occasional weekend on-call coverage, with flexibility during the week

Required profile

• 3-4 years in customer support or equivalent
• Experience in crypto, fintech or another regulated financial support environment
• Familiarity with cryptocurrencies and blockchain technologies
• Comfortable working across teams without direct authority and explaining complex account issues clearly
• Basic understanding of financial markets and trading
• Flexible hours, including weekends

Required skills

• Experience with a ticketing platform such as Zendesk, including routing and macros
• Confident verbal and polished written communication

What we offer

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