Gemini Logo

Gemini

Senior Associate, Support Operations

Reposted 5 Days Ago
Be an Early Applicant
In-Office
Singapore
Mid level
In-Office
Singapore
Mid level
The Senior Associate, Support Operations will enhance customer support by managing documentation, enabling agent readiness, and ensuring quality assurance in support interactions.
The summary above was generated by AI

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 — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure.

The Department: Customer Support

The Role: Senior Associate, Support Operations

Gemini is seeking a Senior Support Operations Associate to help scale the effectiveness of our Customer Support team. This role focuses on three core pillars: maintaining and improving support documentation, partnering on product and process launches to enable agent readiness, and contributing to quality assurance efforts by grading support interactions.

The ideal candidate is detail-oriented, proactive, and deeply familiar with support team workflows and tooling. This is a senior-level individual contributor role designed for someone who thrives in high-growth, cross-functional environments and is passionate about operational excellence and customer experience.

Schedules will be Sunday - Thursday or Tuesday - Saturday.

Responsibilities:

  • Documentation Ownership: Maintain and continuously update internal support documentation, including runbooks, macros, FAQs, and Confluence pages, ensuring accuracy, clarity, and usability.
  • Support Readiness & Enablement: Participate in cross-functional projects related to new product launches, feature enhancements, and workflow changes. Translate product knowledge into agent-friendly resources and deliverables that support a smooth rollout.
  • Quality Assurance: Regularly grade customer support tickets against established QA rubrics and provide structured feedback to inform coaching and training efforts.
  • Operational Support & Continuous Improvement: Report on emerging trends and recurring issues surfaced in customer support tickets to inform product, tooling, and process improvements. Use data and frontline insights to identify friction points, knowledge gaps, or systemic issues impacting the customer experience. Partner with Support Leadership, QA, and Product teams to implement solutions that enhance agent performance and service quality.
  • Cross-functional Collaboration: Act as a conduit between frontline agents and internal teams to surface support pain points and relay customer insights to influence broader support strategy.
  • Schedule: Full-time, includes one weekend day (e.g., Sunday–Thursday or Tuesday–Saturday).

Qualifications:

  • Preferably 3–5 years of experience in a support operations, enablement, or QA role — ideally in fintech, crypto, or a high-growth tech environment.
  • Working knowledge of tools such as Zendesk, Confluence, Salesforce, Airtable and QA platforms (e.g., MaestroQA).
  • Experience with reporting and dashboard tools (e.g., Google Suite, Looker, or similar).
  • Exceptional attention to detail and strong written communication skills.
  • Demonstrated ability to manage projects and documentation in a fast-paced, evolving environment.
  • Comfortable grading support tickets, providing feedback, and contributing to performance calibration.
  • Familiarity with cryptocurrency products, trading platforms, or financial services.

It Pays to Work Here

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

  • Comprehensive health plans covered at 100% for employees and dependents
  • Long-term incentive in the form of a new hire equity grant
  • Paid Parental Leave
  • Competitive paid time off

In Singapore, we have a hybrid work policy. Employees are expected to work from the office part of the week. We believe our hybrid approach increases productivity through more in-person collaboration where possible.

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.

#LI-VS1

Top Skills

Airtable
Confluence
Google Suite
Looker
Maestroqa
Salesforce
Zendesk

Similar Jobs

An Hour Ago
In-Office
Singapore, SGP
Mid level
Mid level
Artificial Intelligence • Fintech • Payments • Financial Services • Generative AI
Lead the product management team for Airwallex's money movement infrastructure, overseeing strategy, development, and collaboration across teams.
Top Skills: APIsFinancial InfrastructureWeb Applications
An Hour Ago
In-Office
Singapore, SGP
Mid level
Mid level
Artificial Intelligence • Fintech • Payments • Financial Services • Generative AI
Manage and define product vision and roadmap for onboarding at Airwallex, collaborating with teams to enhance customer satisfaction and efficiency.
Top Skills: Data AnalysisProduct DesignUser Research Methodologies
An Hour Ago
Hybrid
Singapore, SGP
Senior level
Senior level
Financial Services
As an Associate, you will manage product controls related to profit & loss reporting, risk management, and compliance with financial regulations.
Top Skills: Profit & Loss ReportingUs Gaap

What you need to know about the Singapore Tech Scene

The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account