Crypto Customer Support Specialist (Hybrid, Equity Eligible)

Gemini; Singapore; Hybrid; SGD 42,000 - 65,000; Full time

Benefits offered by this job

Health plans

New hire equity grant

Parental Leave

Paid time off

Job summary

Gemini is seeking an Associate, Customer Support in Singapore to help resolve high-priority inquiries and triage with internal teams. You will collaborate with Fraud, Compliance, Deposit Operations, and Engineering to drive issues to resolution and keep customers informed.

The role requires flexibility to cover weekends and a hybrid office schedule. You should have 3–4 years of customer support experience, familiarity with Zendesk, and a fintech or crypto background.

Qualifications

• 3-4 years in a customer support capacity or equivalent.
• Experience with Zendesk, including routing and macros.
• Experience in crypto, fintech, or another regulated financial support environment.
• Comfort with flexible hours, including weekends, for comprehensive support coverage.

Responsibilities

• Own high-priority and escalated customer cases from intake to resolution.
• Act as the customer’s point of contact with teams across Gemini (Fraud, Compliance, Deposit Operations, Engineering).
• Handle escalations from the front-line support team and management.
• Coach frontline 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 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 flexibility during the week.

Skills

Customer support experience

Zendesk

Crypto/fintech exposure

Weekend support

Tools

Zendesk

Job description

Gemini is seeking an Associate, Customer Support in Singapore to help resolve high-priority inquiries and triage with internal teams. You will collaborate with Fraud, Compliance, Deposit Operations, and Engineering to drive issues to resolution and keep customers informed.

The role requires flexibility to cover weekends and a hybrid office schedule. You should have 3–4 years of customer support experience, familiarity with Zendesk, and a fintech or crypto background.