Credit Card Support Specialist – Crypto, Hybrid, Equity

Gemini; Singapore; Hybrid; SGD 42.000 - 72.000; Vollzeit

Benefits dieser Stelle

Comprehensive health plans

New hire equity grant

Paid Parental Leave

Competitive paid time off

Zusammenfassung

Gemini in Singapore is seeking an Associate, Customer Support to deliver exceptional service for credit card inquiries. You will handle calls, manage Zendesk tickets, and work with cross-functional teams to resolve issues while maintaining accurate playbooks and policies.

The role requires 3–4 years in customer support, familiarity with crypto, and comfort with weekend coverage. A hybrid work setup is in place, with in-office requirements to support collaboration.

Qualifikationen

• 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.

Aufgaben

• Confidently handle customer support calls with warmth, professionalism, and empathy.
• Manage inbound customer inquiries and issues through Zendesk, providing timely resolutions.
• Serve as a liaison between customers and cross-functional teams, ensuring follow-through to resolution.
• Navigate escalated customer concerns with patience and ownership, engaging additional support as needed.
• Maintain accurate runbooks, procedures, and internal documentation to support service quality.
• Identify opportunities to improve processes and simplify workflows through ownership of projects.
• Provide occasional on-call weekend coverage and adjust schedules to support coverage.
• Develop and maintain knowledge of the Gemini Credit Card product and policies to guide customers.

Kenntnisse

Customer service

Verbal communication

Written communication

Problem solving

Flexibility

Tools

Zendesk Support

Zendesk Guide

Zendesk Chat

Jobbeschreibung

Gemini in Singapore is seeking an Associate, Customer Support to deliver exceptional service for credit card inquiries. You will handle calls, manage Zendesk tickets, and work with cross-functional teams to resolve issues while maintaining accurate playbooks and policies.

The role requires 3–4 years in customer support, familiarity with crypto, and comfort with weekend coverage. A hybrid work setup is in place, with in-office requirements to support collaboration.