Head of Customer Service

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: Support

Gemini's 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 Gemini Credit Card and Exchange teams are expanding their presence with a regional office to better align customer support divisions. Collectively, these teams efficiently handle all inbound phone-based service requests and communications for the Gemini Credit Card and email-based requests for Gemini Exchange.

The Role: Head of Customer Service

As the Head of Customer Service, your role will be a combination of “getting your hands dirty” and management responsibilities within an inbound contact center. You will be expected to lead the workforce management function, partner with the Operations team with forecasting and building team rapport.

This role is required to be in person five days per week at our Scottsdale, AZ office.

Responsibilities

• Design, implement and scale long-term customer service strategies that align with Gemini’s growth and brand values
• Translate strategic direction and goals from the Director into actionable plans for the operations team
• Lead workforce management, including time cards, scheduling, and headcount management to ensure seamless coverage and business continuity
• Identify and resolve operational inefficiencies
• Resolve high-priority and complex customer complaints, and negotiate solutions for critical escalations
• Hire, train, mentor and evaluate customer service managers, team leads, and support agents
• Lead local shift managers and global team leaders, empowering them and their teams to hit performance targets through coaching, training, and recognition
• Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction
• Partner with Product, Sales, and Marketing teams to feed customer feedback into product roadmaps and retention campaigns
• Collaborate with the global operations teams, legal, office management, and security to ensure compliance with company and local policies

Minimum Qualifications

• Minimum 15+ years in customer support management, with at least 3-5 years in a senior leadership role
• Proficiency in Google applications (Sheets, Docs, Slides)
• Deep familiarity with modern helpdesk software, CRM systems (Zendesk), and data analytical tools
• Experience with key metrics reporting
• Strong communication skills and a dependable team-player attitude
• Ability to adapt quickly to new information and changing environments
• Passion for delivering excellent client service with integrity and a proactive approach

Preferred Qualifications

• 15+ years of experience in the banking or financial industry
• 10+ years of client service experience
• Associate Degree or higher

It Pays to Work Here

• Competitive starting pay
• A discretionary annual bonus
• Long-term incentive in the form of a new hire equity grant
• Comprehensive health plans
• 401K with company matching
• Paid Parental Leave
• Flexible time off

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.