Role overview
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 â 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
What you'll work on
- 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
What we're looking for
- 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