Head of Customer Service

As Head of Customer Service at Gemini, you lead an inbound contact center team serving the Gemini Credit Card and Exchange platforms. You combine hands-on involvement with management responsibilities, overseeing workforce management, operations, and customer escalations while driving long-term service strategies aligned with Gemini's growth and mission to unlock financial freedom through crypto.

What you'll do

• Design, implement, and scale long-term customer service strategies that align with Gemini's growth and brand values
• Translate strategic direction and goals from the Director into actionable plans for the operations team
• Lead workforce management, including time cards, scheduling, and headcount management to ensure seamless coverage and business continuity
• Identify and resolve operational inefficiencies
• Resolve high-priority and complex customer complaints and negotiate solutions for critical escalations
• Hire, train, mentor, and evaluate customer service managers, team leads, and support agents
• Lead local shift managers and global team leaders, empowering them and their teams to hit performance targets through coaching, training, and recognition
• Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction
• Partner with Product, Sales, and Marketing teams to feed customer feedback into product roadmaps and retention campaigns
• Collaborate with global operations teams, legal, office management, and security to ensure compliance with company and local policies

What you bring

• Minimum 15+ years in customer support management, with at least 3-5 years in a senior leadership role
• Proficiency in Google applications such as Sheets, Docs, and Slides
• Deep familiarity with modern helpdesk software, CRM systems like Zendesk, and data analytical tools
• Experience with key metrics reporting
• Strong communication skills and a dependable, collaborative approach
• Ability to adapt quickly to new information and changing environments
• Passion for delivering excellent client service with integrity and a proactive approach

Nice to have

• 15+ years of experience in the banking or financial industry
• 10+ years of client service experience
• An Associate Degree or higher

What we offer

• Competitive starting pay
• 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

This role requires you to be in person five days per week at the Scottsdale, Arizona office.

About Gemini

Gemini is a global crypto and Web3 platform founded in 2014 by Cameron and Tyler Winklevoss, offering crypto products and services to individuals and institutions in over 70 countries. As a publicly traded company, Gemini aims to unlock the next era of financial, creative, and personal freedom by bridging traditional finance with the cryptoeconomy in a way that is more open, fair, and secure.