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: Trust & Safety
What you'll work on
- Investigate and assess fraud risk across customer onboarding, transaction, and login flows and take appropriate risk mitigation measures based on the outcome of investigations
- Investigate and resolve customer issues related to risk and fraud, primarily through email
- Identify and analyze fraud patterns and emerging trends, working with data science, product, and engineering teams to implement improvements to rules, policies, and controls to mitigate fraud risk
- Leverage business expertise to identify process and strategy gaps and deliver actionable recommendations for operational improvements
- Prepare ad-hoc reports regarding suspicious activity, root cause analysis of incident drivers, and key performance metrics across the fraud program
- Conduct quality assurance reviews to maintain high levels of precision across manual review queues
- Collaborate cross-functionally with teams including data science, identity, customer support, and compliance to mitigate fraud risks and drive operational and customer experience improvements
What we're looking for
- 3+ years of experience conducting fraud or risk investigations
- 1+ year of direct customer support experience in risk related issues via email, chat, or phone
- Proven ability to identify fraud trends, perform root cause analysis, and recommend process or control enhancements
- Comfortable making sound decisions in ambiguous or rapidly changing situations
- Strong problem solving skills with the ability to stay composed under pressure
- Excellent verbal, written, and interpersonal communication skills
- A proactive, hands-on mindset - willing to take on any task, big or small, to protect our customers and strengthen trust