Summary

As Gemini scales, our Customer Support team evolves alongside it, adapting quickly, driving process improvements, and championing our customers at every turn. We're looking for a Customer Support Associate who thrives in a dynamic environment and is passionate about helping customers succeed. In this role, you’ll work closely with cross-functional teams to resolve urgent issues, enhance support workflows, and contribute to long-term service improvements.

Responsibilities:

1. Investigate, troubleshoot, and resolve customer issues across multiple channels with a strong sense of ownership
2. Collaborate with internal teams (Product, Engineering, Compliance, etc.) to triage and resolve issues while keeping customers informed throughout
3. Work with operation leads to ensure internal documentation, runbooks, and procedures are accurate and consistently updated
4. Identify and implement process enhancements to drive efficiency and improve the customer experience
5. Support and manage operational projects from planning through execution
6. Schedule: Full-time, includes one weekend day (e.g., Sunday–Thursday or Tuesday–Saturday)
7. Provide occasional on-call holiday coverage

Minimum Qualifications:

1. 2–4 years of experience in customer support —ideally in fintech, crypto, or a tech environment
2. Strong verbal communication and polished written skills, with a customer-first mindset
3. Experience with support tools like Zendesk, Salesforce, Confluence, and JIRA
4. Proven ability to investigate and resolve complex issues independently
5. Experience supporting customers in financial services
6. Familiarity with Cryptocurrencies/Blockchain technologies
7. Foundational understanding of financial markets and trading concepts

Preferred Qualifications:

1. Experience with derivatives trading or related financial products

Skills

• Communications Skills
• Cryptocurrency
• Team Collaboration