Associate, 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.

The Department

Customer Support: At Gemini, our Customer Support team is the front line of our mission to deliver a seamless, secure, and empowering crypto experience. Each individual ensures that our customers have the best experience possible when they need help, have a question, or provide feedback. We primarily serve retail customers but are expanding to include institutional clients. During periods of low-service volume, the team also takes on support-centric projects.

The Role

Associate, Customer Support

As Gemini scales, our Customer Support team evolves alongside it, adapting quickly, driving process improvements, and championing our customers at every turn. We are looking for a Customer Support Associate who thrives in a dynamic environment and is passionate about helping customers succeed. In this role, you’ll work closely with cross-functional teams to resolve urgent issues, enhance support workflows, and contribute to long-term service improvements.

Note: Schedules will be Sunday - Thursday or Tuesday - Saturday.

Responsibilities

• Investigate, troubleshoot, and resolve customer issues across multiple channels with strong ownership
• Collaborate with internal teams (Product, Engineering, Compliance, etc.) to triage and resolve issues while keeping customers informed
• Work with operations leads to ensure internal documentation, runbooks, and procedures are accurate and consistently updated
• Identify and implement process enhancements to drive efficiency and improve the customer experience
• Support and manage operational projects from planning through execution
• Schedule: Full-time, includes one weekend day (e.g., Sunday–Thursday or Tuesday–Saturday)
• Provide occasional on-call holiday coverage

Minimum Qualifications

• 2–4 years of experience in customer support — ideally in fintech, crypto, or a tech environment
• Strong verbal communication and polished written skills, with a customer-first mindset
• Experience with support tools like Zendesk, Salesforce, Confluence, and JIRA
• Proven ability to investigate and resolve complex issues independently
• Experience supporting customers in financial services
• Familiarity with Cryptocurrencies/Blockchain technologies
• Foundational understanding of financial markets and trading concepts

Preferred Qualifications

• Experience with derivatives trading or related financial products

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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

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