Manager, Customer 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

The Role: Manager, Customer Support

As a Customer Support Manager (APAC), you will lead a team of Customer Support Associates and work cross-functionally with global counterparts to uphold service standards, execute regional strategy, and contribute to a high-performing, feedback-rich culture. This is a people management role with both strategic and hands-on responsibilities. It is ideal for someone who thrives in a dynamic environment and is passionate about coaching teams, solving complex support challenges, and improving customer experience.

Responsibilities:

• Team Leadership and Development:
  • Manage and develop a team of frontline agents supporting APAC customers across email, live chat, voice and social channels
  • Drive team performance through structured coaching, 1:1s, and feedback loops aligned with QA rubrics and internal KPIs
  • Foster a culture of ownership, responsiveness, and continuous learning
• Service Management and Escalations:
  • Ensure timely and effective responses to customer inquiries while maintaining service level agreements (SLAs)
  • Triage and resolve escalated customer issues, collaborating with internal teams such as Compliance, Engineering, and Risk
  • Monitor ticket queues to identify emerging issues and allocate resources dynamically based on volume and complexity
• Operational Execution:
  • Maintain schedules and coverage plans to support customers during APAC hours and global hand-offs
  • Manage ticket queue health to maintain SLA adherence
  • Identify process gaps and lead initiatives that improve efficiency, consistency, and support tooling
  • Utilize a strong understanding of support metrics to identify trends, diagnose performance gaps, and drive data-informed decisions
• Cross-Functional Collaboration:
  • Partner with Support Operations, QA, and Enablement teams to prepare agents for product launches, policy changes, or workflow rollouts
  • Represent the voice of the customer by surfacing recurring pain points, feedback, or product insights from the frontline
  • Collaborate with global Support Managers to align on SOPs, performance standards, and documentation updates
  • Communicate key support insights, performance updates, and customer trends to upper management and cross-functional stakeholders to support regional alignment and prioritization

Minimum Qualifications:

• 5+ years experience in customer support with at least 2 years in a team lead or manager role, preferably in fintech, crypto, or high-growth tech
• Proven ability to lead distributed teams and deliver high CSAT in a fast-paced, metrics-driven environment
• Strong problem-solving and communication skills, written and verbal
• Experience managing ticket queues, escalations, and workflows in tools like Zendesk, Confluence, and Salesforce
• Comfort working with support data and dashboards, with the ability to interpret and report on key metrics such as CSAT, SLA, first response time, and backlog trends

Preferred Qualifications:

• Experience managing hybrid support models with both in-house teams and outsourced vendors
• Familiarity with crypto products, blockchain concepts, or trading platforms
• Prior exposure to QA, training, or documentation ownership

It Pays to Work Here

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

• Comprehensive health plans covered at 100% for employees and dependents

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

• Paid Parental Leave
• Competitive paid time off

In Singapore, we have a hybrid work policy. Employees are expected to work from the office part of the week. We believe our hybrid approach increases productivity through more in-person collaboration where possible.

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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