Associate – Credit Card Support
| Company | Gemini |
|---|---|
| Location | Washington, USA, California, USA, New York, NY, USA |
| Salary | $66000 – $75000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- 3-4 years in a customer support capacity or equivalent.
- Familiarity with Crypto.
- 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.
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.
Preferred Qualifications
-
No preferred qualifications provided.