Associate, Trust & Safety (Fraud)

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: Trust & Safety

The Trust & Safety team is committed to protecting our users by stopping bad actors, safeguarding funds, and upholding the integrity of Gemini’s digital asset marketplace - all while operating at scale to deliver a seamless experience for our users. Our diverse team brings expertise across technology, legal, risk, data, and operations, leveraging advanced tools and analytics to protect users and disrupt fraud. We collaborate closely with product, engineering, operations, and compliance teams to manage risk effectively and support sustainable business growth.

The Role: Associate, Trust & Safety (Fraud)

As a member of our Trust & Safety Operations team, you will play a critical role in safeguarding Gemini customers from fraud, scams, and account takeovers. Your work will focus on conducting in-depth investigations, leveraging data, and working directly with customers to resolve complex fraud cases. Beyond casework, you’ll help identify and implement improvements that enhance fraud detection, streamline operational processes, and deliver a seamless customer experience.

You’re someone who is curious, collaborative, and analytical, with a strong ability to data to independently conduct nuanced investigations and make sound decisions. You thrive in balancing growth with risk management and approach problems with a customer first mindset.

This role requires on-call and weekend rotations.

Responsibilities:

• Investigate and assess fraud risk across customer onboarding, transaction, and login flows and take appropriate risk mitigation measures based on the outcome of investigations
• Investigate and resolve customer issues related to risk and fraud, primarily through email
• Identify and analyze fraud patterns and emerging trends, working with data science, product, and engineering teams to implement improvements to rules, policies, and controls to mitigate fraud risk
• Leverage business expertise to identify process and strategy gaps and deliver actionable recommendations for operational improvements
• Prepare ad-hoc reports regarding suspicious activity, root cause analysis of incident drivers, and key performance metrics across the fraud program
• Conduct quality assurance reviews to maintain high levels of precision across manual review queues
• Collaborate cross-functionally with teams including data science, identity, customer support, and compliance to mitigate fraud risks and drive operational and customer experience improvements

Minimum Qualifications:

• 3+ years of experience conducting fraud or risk investigations
• 1+ year of direct customer support experience in risk related issues via email, chat, or phone
• Proven ability to identify fraud trends, perform root cause analysis, and recommend process or control enhancements
• Comfortable making sound decisions in ambiguous or rapidly changing situations
• Strong problem solving skills with the ability to stay composed under pressure
• Excellent verbal, written, and interpersonal communication skills
• A proactive, hands-on mindset - willing to take on any task, big or small, to protect our customers and strengthen trust

Preferred Qualifications:

• Experience designing, optimizing, and scaling operational risk processes and workflows 
• Proficiency building data queries and visualizations using tools such as SQL, Python, Tableau, or Looker
• Fraud or risk experience in fintechs, baking, or digital products & services
• Knowledge of dispute representment requirements and industry best practices
• Proven ability to thrive in fast paced, technology driven environments and adapt quickly to change
• Familiarity with financial markets, banking, or digital asset exchanges

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Competitive Compensation

• Long-term incentive in the form of a new hire equity grant

• Up to 28 paid holidays (in addition to public/bank holidays)
• Retirement Plan Matching

• Generous Parental leave

• Comprehensive health plans

• Training and professional development

In London, 

At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.

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