Responsibilities:

📍Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction. 📍Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication. 📍Handle escalated customer issues with professionalism and efficiency, escalating further as needed. 📍Collaborate with department heads to maintain and update runbooks, procedures, and internal documentation. 📍Identify opportunities for process improvements, implement workflow efficiencies, and drive projects to completion. 📍Provide occasional on-call weekend coverage with flexibility during the week as needed. 📍Maintain a strong understanding of the Gemini Credit Card product and related policies to provide accurate and informed support.

Qualifications:

📍3-4 years in a customer support capacity or equivalent. Familiarity with Crypto. 📍Passionate about providing a great customer experience. 📍Confident verbal communication and polished written communication. 📍Experience administering and configuring Zendesk Support, Guide and Chat. 📍Experience in financial services support and a regulated environment. 📍Experience and comfort with solving complex problems from end-to-end. 📍Comfort with flexible hours, including weekends, for comprehensive support coverage. 📍Basic understanding of Financial Markets and Trading.

If you’re passionate about blockchain and decentralized technologies, explore more opportunities in web3 and cryptocurrency careers.