Associate Director, Customer Support; Operations Center
Listed on 2025-12-03
-
Management
Operations Manager, Client Relationship Manager
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.
The Department Gemini’s Customer Support Team is a highly skilled and dynamic group dedicated to providing exceptional customer service. The team handles inbound phone‑based service requests for Gemini Credit Card and email‑based requests for Gemini Exchange.
The Role As a Manager of the regional team, you will lead workforce management, collaborate with Operations for forecasting, and oversee onsite presence in Tempe, AZ (in person five days a week).
Responsibilities- Workforce management including time cards, scheduling, and headcount management
- Recommend solutions to scale team responsibilities
- Lead local shift managers and coordinate with global team leaders
- Identify and improve operational inefficiencies
- Collaborate with global operations, 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
- Translate strategic direction and goals from the director into actionable plans for the Operations team
- 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
- 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
- 401(k) with company matching
- Paid parental leave
- Flexible time off
Equal Opportunity Statement 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:
Mid‑Senior level.
Employment type:
Full‑time. Job function:
Other.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).