Customer Support Associate, Nifty Gateway at Gemini

| Remote
Sorry, this job was removed at 8:40 a.m. (CST) on Tuesday, September 21, 2021
Find out who's hiring in Nationwide.
See all Operations jobs in Nationwide
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Empower the Individual Through Crypto

Gemini is a crypto exchange and custodian that allows customers to buy, sell, store, and earn more than 30 cryptocurrencies like bitcoin, bitcoin cash, ether, litecoin, and Zcash. Gemini is a New York trust company that is subject to the capital reserve requirements, cybersecurity requirements, and banking compliance standards set forth by the New York State Department of Financial Services and the New York Banking Law. Gemini was founded in 2014 by twin brothers Cameron and Tyler Winklevoss to empower the individual through crypto.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we want to help you buy, sell, and store your bitcoin and cryptocurrency. Crypto is not just a technology, it's a movement.

At Gemini, our mission is to empower the individual and that includes giving our employees flexibility of choice — our Office Optional Policy allows employees to choose to work from one of our physical locations or from home.

About Nifty Gateway

Nifty Gateway is the premiere, all-in-one platform that makes it easy to buy, sell, and store digital art and collectibles, otherwise known as Nifties (or NFTs). Nifty Gateway was founded by Duncan and Griffin Cock Foster in 2018, and acquired by Gemini in 2019, with the belief that crypto networks and the blockchain have the power to fundamentally change the art world by creating greater choice, independence, and opportunity for artists, creators, and collectors.

The Department: Customer Support

Nifty Gateway is starting to build out its Customer Support team. This role is an excellent opportunity to be on the ground floor of a rocket ship. 

We view Customer Support as one of the most important departments in a company - in this role, you'll work closely with our founders, and have to create technical, scalable frameworks for supporting one of Nifty's most important constituencies.

The Role: Customer Support Associate

At Nifty Gateway, our CS Associates work alongside the brightest minds in a fast-paced and evolving industry. Together we are setting the standard for what empathetic service looks like in the emerging crypto / NFT field. 

They ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.We are looking for a brilliant, self-motivated, personable hands-on individual who is hungry and eager to learn. The ideal candidate is a highly organized, detail-oriented, self-starter with the desire to make an immediate impact and the ability to work through the unexpected. They are excited for a unique opportunity to make a real impact in an exciting and growing company.

This position is full-time in Singapore.

Responsibilities:

  • Build out scripts and tech solutions that solve Customer Support problems in a scalable way.
  • Identify and assess customers’ needs to achieve resolution
  • Triage tickets to the appropriate internal departments and working with them to resolve the issue
  • Work with interdisciplinary teams (i.e. Tech, Security, Marketing, Production), escalating issues and collaborating with appropriate parties to establish protocol on new processes
  • Create process enhancements and efficiencies, and manage any projects to completion
  • Provide periodic on-call support coverage for customer issues outside of business hours
  • Possible occasional weekend coverage with flexibility during the week

Qualifications:

  • 1-4 years in a customer support capacity or equivalent
  • Confident verbal communication and polished written communication
  • Experience and comfort with solving complex problems from end-to-end
  • Comfort with flexible hours, including weekends, for comprehensive support coverage

Preferred Qualifications:

  • Experience working in Zendesk
  • Experience in DT2 or tech industries
  • Familiarity with Cryptocurrencies/NFTs
  • Interest in art

It Pays to Work Here

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

  • Competitive Compensation and Profit-Sharing Equity
  • Flexible vacation policy
  • Retirement Plan Matching
  • Generous Parental leave
  • Comprehensive health plans
  • Training and professional development

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 and affirmative action employer. If you have a specific need that requires accommodation, please let a member of the People Team know.

#LI-WC1
#LI-REMOTE

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • AeronFrameworks
    • PostgreSQLDatabases
    • ConfluenceManagement
    • JIRAManagement

An Insider's view of Gemini

What’s the vibe like in the office?

Before I started, I was told that taking a job at Gemini was a great idea because of how excited everyone was to be there. After working here for more than two years, I still believe that to be true. The office is constantly buzzing with incredibly smart people who are working to build Gemini into the long-lasting business we know it can be.

Marjorie

Director of Treasury Operations

How do you collaborate with other teams in the company?

A risk team is typically seen as a group that says "no”; at Gemini, establishing relationships and collaborating are key to understanding risks, which better enables us to say "yes" (or "yes, but..."). Communicating clearly and regularly, keeping things simple, and being flexible in a complex space reduces the risk of a message being lost.

Yusuf

Head of Risk

How do you empower your team to be more creative?

When we start a project, I challenge my team to look outside of the finance space, to take inspiration from other creative spaces such as art, industrial design, fashion, automotive, etc., and try to translate that into a solution for our industry and users. It's important to set the tone that solutions to problems can come from anyone or anywhere.

Ty

Creative Director

What are Gemini Perks + Benefits

Culture
Volunteer in local community
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Dental coverage for employees through Guardian PPO
Vision Benefits
Vision coverage through VSP
Health Insurance Benefits
Gemini's health insurance plan with our preferred provider Empire BCBS provides 3 plans, an EPO and 2 PPO at very little cost to employees!
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Gemini's 401(k) retirement plan through ADP offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Gemini's 401(k) matches an employee's contributions up to 5% of their base salary, with immediate vesting for matched contributions. Employees are eligible to contribute after 90 days of employment
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
We happily sponsor annual Take Your Child to Work Days.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Gemini is generous in adding sick days on an as-needed basis.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees through Navia.
Company Outings
We typically host quarterly company outings - past events include baseball games and Coney Island.
Stocked Kitchen
We keep our kitchens and pantries well-stocked with snacks, soft drinks, cold brew coffee, and, of course, LaCroix.
Happy Hours
We host monthly happy hours with collaborative activities like employee presentations, trivia, Mario Kart, etc.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Gemini hosts monthly Lunch and Learns
Cross functional training encouraged
More Jobs at Gemini75 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Operations
new
New York City, NY
HR + Recruiting
new
San Francisco, CA
Marketing
new
San Francisco, CA
Data + Analytics
new
San Francisco, CA
Data + Analytics
new
San Francisco, CA
Developer
new
Portland, OR
Developer
new
San Francisco, CA
HR + Recruiting
new
San Francisco, CA
HR + Recruiting
new
San Francisco, CA
Finance
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Operations
new
San Francisco, CA
Project Mgmt
new
San Francisco, CA
Product
new
San Francisco, CA
Project Mgmt
new
San Francisco, CA
Data + Analytics
new
San Francisco, CA
Internships
new
Remote
Marketing
new
Remote
Project Mgmt
new
San Francisco, CA
HR + Recruiting
new
San Francisco, CA
Developer
new
Remote
Operations
new
Chicago, IL
Design + UX
new
San Francisco, CA
Operations
new
Remote
Developer
new
San Francisco, CA
Operations
new
Portland, OR
HR + Recruiting
new
San Francisco, CA
Finance
new
San Francisco, CA
Internships
new
Remote
Finance
new
San Francisco, CA
Developer
new
San Francisco, CA
Project Mgmt
new
San Francisco, CA
Developer
new
San Francisco, CA
Operations
new
New York City, NY
Data + Analytics
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Operations
new
New York City, NY
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Operations
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Data + Analytics
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Marketing
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Gemini's full profileSee more Gemini jobs