Summary

In Ireland, we have a remote work policy. Employees can choose to work from home or from our Dublin office, unless the job requires in-person duties.

In London, we have a remote work policy.

The Department: Institutional Support

Our Institutional Support team is a group of highly talented and dynamic contributors. Each individual ensures that our clients have the best experience possible when they need help, have a question, or provide feedback. The team efficiently manages inbound service requests and communications with institutional clients, and are increasingly contributing to outbound communications.

The Role: Associate, Institutional Support (EU)

At Gemini, our Institutional Support Associates play a pivotal role in the dynamic and ever-changing landscape of the cryptocurrency industry. They are dedicated to upholding exceptional service standards, promptly addressing customer inquiries, and ensuring overall customer satisfaction. We are seeking an exceptional individual who is driven, self-motivated, and possesses excellent interpersonal skills. The ideal candidate is highly organized, detail-oriented, proactive, and eager to contribute effectively from day one. This is a remarkable opportunity to make a tangible difference in an exhilarating industry and rapidly expanding company.

Responsibilities:

• Manage and oversee all inbound requests from institutional clients via email and Slack.
• Identify and assess the specific needs of institutional clients and work towards achieving prompt and effective resolutions.
• Prioritize and triage support requests to the appropriate internal departments, collaborating closely with other operations teams to ensure timely issue resolution.
• Liaise with internal teams, including Engineering, Compliance, and Security, to escalate and address complex issues, and collaborate with relevant stakeholders to establish protocols for new processes.
• Drive process enhancements and efficiencies, actively managing and coordinating projects until completion.
• Ensure effective collaboration with a cross-functional team, both locally and globally, to facilitate seamless institutional customer support operations.
• Provide comprehensive institutional client support coverage from Monday to Friday and occasional weekend and holiday on-call coverage.

Minimum Qualifications:

• Possess 3-5 years of experience in a customer support capacity or an equivalent role, preferably within an institutional or enterprise-level environment.
• Demonstrate exceptional verbal and written communication skills, with the ability to confidently interact with clients at various levels of seniority.
• Exhibit a proven track record in solving complex problems end-to-end, showcasing both technical and analytical competencies.
• Strong analytical and problem-solving skills to address and resolve intricate customer issues promptly and efficiently.
• Previous experience in financial services support, ideally within the institutional or investment banking sector.
• Possess a basic understanding of crypto, financial markets, and trading to effectively support institutional clients.

Preferred Qualifications:

• Previous experience in a customer-facing role, preferably within an institutional or financial services environment.
• Exceptional interpersonal skills with the ability to build rapport and communicate effectively with institutional clients.
• Experience working with JIRA, Zendesk or similar customer support ticketing systems.
• Knowledge of financial markets and trading, particularly within the cryptocurrency domain, is a plus.
• Experience in providing support through social media platforms (e.g., Reddit, Telegram, Sprout Social, Hootsuite).
• Experience working in a cross-cultural and cross-timezone team environment, demonstrating adaptability and collaboration skills.

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Competitive Compensation and Profit-Sharing Equity
• Up to 25 paid holidays (in addition to public/bank holidays)
• Retirement Plan Matching
• Generous Parental leave
• Comprehensive health plans
• Training and professional development

Skills

• Analytical Thinking
• Client Servicing
• Communications Skills
• Problem Solving