Associate, Institutional Support

About the Company

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact.

The Department: Customer Support

Our Customer Support team is a highly skilled and dynamic group dedicated to providing exceptional customer service. Each team member plays a crucial role in ensuring that customers receive the best possible experience when seeking assistance, asking questions, or sharing feedback. The team efficiently handles all inbound service requests and communications related to the exchange, ensuring prompt and effective support.

The Role: Associate, Institutional Support

At Gemini, our Institutional Support Associates play a pivotal role in the dynamic and ever-changing landscape of the cryptocurrency industry. They are dedicated to upholding exceptional service standards, promptly addressing customer inquiries, and ensuring overall customer satisfaction. We are seeking an exceptional individual who is driven, self-motivated, and possesses excellent interpersonal skills. The ideal candidate is highly organized, detail-oriented, proactive, and eager to contribute effectively from day one. This is a remarkable opportunity to make a tangible difference in an exhilarating and rapidly expanding company.

This role is required to be in person twice a week at our Seattle, WA office.

Responsibilities:

• Manage and oversee all inbound client requests from institutional clients via email during Pacific time business hours.
• Identify and assess the specific needs of institutional clients and work towards achieving prompt and effective resolutions.
• Prioritize and triage support requests to the appropriate internal departments, collaborating closely with other operations teams to ensure timely issue resolution.
• Liaise with internal teams, including Engineering, Compliance, and Security, to escalate and address complex issues, and collaborate with relevant stakeholders to establish protocols for new processes.
• Drive process enhancements and efficiencies, actively managing and coordinating projects until completion.
• Ensure effective collaboration with a cross-functional team, both locally and globally, to facilitate seamless institutional customer support operations.
• Provide comprehensive support coverage for institutional clients Monday through Friday, with occasional on-call coverage during weekends and holidays.

Minimum Qualifications:

• Possess 3-5 years of experience in a customer support capacity or an equivalent role, preferably within an institutional or enterprise-level environment.
• Demonstrate exceptional verbal and written communication skills, with the ability to confidently interact with clients at various levels of seniority.
• Exhibit a proven track record in solving complex problems end-to-end, showcasing both technical and analytical competencies.
• Strong analytical and problem-solving skills to address and resolve intricate customer issues promptly and efficiently.
• Previous experience in financial services support, ideally within the institutional or investment banking sector.
• Possess a basic understanding of crypto, financial markets, and trading to effectively support institutional clients.

Preferred Qualifications:

• Previous experience in a customer-facing role, preferably within an institutional or financial services environment.
• Exceptional interpersonal skills with the ability to build rapport and communicate effectively with institutional clients.
• Experience working with JIRA, Zendesk or similar customer support ticketing systems.
• Knowledge of financial markets and trading, particularly within the cryptocurrency domain, is a plus.
• Experience in providing support through social media platforms (e.g., Reddit, Telegram, Sprout Social, Hootsuite).
• Experience working in a cross-cultural and cross-timezone team environment, demonstrating adaptability and collaboration skills.