Summary

Gemini is seeking a Senior Support Operations Associate to help scale the effectiveness of our Customer Support team. This role focuses on three core pillars: maintaining and improving support documentation, partnering on product and process launches to enable agent readiness, and contributing to quality assurance efforts by grading support interactions.

The ideal candidate is detail-oriented, proactive, and deeply familiar with support team workflows and tooling. This is a senior-level individual contributor role designed for someone who thrives in high-growth, cross-functional environments and is passionate about operational excellence and customer experience.

Responsibilities:

1. Documentation Ownership: Maintain and continuously update internal support documentation, including runbooks, macros, FAQs, and Confluence pages, ensuring accuracy, clarity, and usability.
2. Support Readiness & Enablement: Participate in cross-functional projects related to new product launches, feature enhancements, and workflow changes. Translate product knowledge into agent-friendly resources and deliverables that support a smooth rollout.
3. Quality Assurance: Regularly grade customer support tickets against established QA rubrics and provide structured feedback to inform coaching and training efforts.
4. Operational Support & Continuous Improvement: Report on emerging trends and recurring issues surfaced in customer support tickets to inform product, tooling, and process improvements. Use data and frontline insights to identify friction points, knowledge gaps, or systemic issues impacting the customer experience. Partner with Support Leadership, QA, and Product teams to implement solutions that enhance agent performance and service quality.
5. Cross-functional Collaboration: Act as a conduit between frontline agents and internal teams to surface support pain points and relay customer insights to influence broader support strategy.

Qualifications:

1. Preferably 3–5 years of experience in a support operations, enablement, or QA role — ideally in fintech, crypto, or a high-growth tech environment.
2. Working knowledge of tools such as Zendesk, Confluence, Salesforce, Airtable and QA platforms (e.g., MaestroQA).
3. Experience with reporting and dashboard tools (e.g., Google Suite, Looker, or similar).
4. Exceptional attention to detail and strong written communication skills.
5. Demonstrated ability to manage projects and documentation in a fast-paced, evolving environment.
6. Comfortable grading support tickets, providing feedback, and contributing to performance calibration.
7. Familiarity with cryptocurrency products, trading platforms, or financial services.

Skills

• Attention to Detail
• Communications Skills
• Cryptocurrency
• Quality Assurance
• Team Collaboration