Crypto Customer Support Specialist

Gemini; Singapore; Hybrid; SGD 42.000 - 56.000; Vollzeit

Benefits dieser Stelle

Comprehensive health plans

New hire equity grant

Paid parental leave

Competitive paid time off

Zusammenfassung

Gemini is seeking an Associate, Customer Support in Singapore to join our Retail Exchange Support team. You will manage high-priority customer cases, collaborate with Fraud, Compliance, and Engineering, and help drive issues to resolution while ensuring customer satisfaction.

You will train frontline staff, update runbooks, and identify recurring issues to improve routing, processes, and automation. A hybrid work setup is available with in-person onboarding at the Singapore office.

Qualifikationen

• 3-4 years in a customer support capacity or equivalent.
• Passionate about providing great customer experience while solving complex problems from end-to-end.
• Confident verbal communication and polished written communication.
• Experience with a ticketing platform such as Zendesk, including routing and macros.
• Comfort with flexible hours, including weekends, for comprehensive support coverage.
• Experience in crypto, fintech, or another regulated financial support environment.
• Familiarity with Cryptocurrencies/Blockchain technologies.
• Ability to explain complex account issues clearly to customers and internal partners.
• Basic understanding of Financial Markets and Trading.

Aufgaben

• Own high-priority and escalated customer cases from intake to resolution.
• Act as the customer’s point of contact with teams across Gemini, such as Fraud, Compliance, Deposit Operations, and Engineering.
• Handle escalations from the front-line support team and management, and ensure each case reaches the right owner quickly.
• Coach and train front-line agents on common escalation topics to improve first-contact resolution.
• Partner with department heads to keep runbooks and procedures accurate and up to date.
• Investigate root causes of recurring escalations and SARS, then design routing, process, and automation improvements.
• Use support data to spot trends and share insights with leadership weekly.
• Review processes quarterly for accuracy, efficiency, and scalability.
• Occasional weekend on-call coverage with weekday flexibility.

Kenntnisse

Customer support

Verbal communication

Written communication

Crypto knowledge

Tools

Zendesk

Ticket routing

Jobbeschreibung

Gemini is seeking an Associate, Customer Support in Singapore to join our Retail Exchange Support team. You will manage high-priority customer cases, collaborate with Fraud, Compliance, and Engineering, and help drive issues to resolution while ensuring customer satisfaction.

You will train frontline staff, update runbooks, and identify recurring issues to improve routing, processes, and automation. A hybrid work setup is available with in-person onboarding at the Singapore office.