Associate Director, Customer Support (Operations Center)

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

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: Associate Director, Customer Support (Operations Center)

As a Manager of the regional team, 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, collaborate with the Operations team with forecasting and building team rapport.

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

Responsibilities:

• Workforce management including: time cards, scheduling, and headcount management
• Recommend appropriate solutions based to scale the team responsibilities
• Lead local shift managers and coordinate with global team leaders
• Identify and improve operational inefficiencies
• Collaborate with the global operations teams, legal, office management, and security to ensure compliance with company and local policies
• Manage multiple tasks and navigate various systems during client interactions
• Coach and develop team members through targeted training, feedback, and performance reviews
• Design and manage schedules to ensure seamless coverage and service continuity
• Foster a positive, accountable, and growth-oriented team culture
• Develop and empower supervisors and team members to achieve performance targets through coaching, training, and recognition
• Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction
• Translate strategic direction and goals from the director into actionable plans for the Operations team

Minimum Qualifications:

• High School Diploma, GED, or equivalent required
• Minimum 12 years of experience in a contact center or financial services environment
• Minimum of 5 years of contact center workforce management experience
• Proficiency in Google applications (Sheets, Docs, Slides)
• 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

• Competitive starting salary
• 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.

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