Responsibilities:

📍Manage the execution of the company’s daily custody operations. This may include multiple times per week trips to various secured facilities. The candidate must be able to consistently ensure the end-to-end operations process requirements are met. 📍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 across both languages. 📍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 one day a week weekend coverage with flexibility during the week as needed. 📍Maintain a strong understanding of Gemini products and related policies to provide accurate and informed support.

Qualifications:

📍Ability to travel (as frequent as daily) to local, secured facilities. 📍3-4 years in a customer support capacity or equivalent. 📍Familiarity with crypto. 📍Passionate about providing a great customer experience. 📍Experience administering and configuring Zendesk Support, Guide and Chat. 📍Experience in financial services support and a regulated environment.

Looking for your next challenge? The world of crypto offers exciting roles in blockchain development, web3 innovations, and remote opportunities.