Senior Associate, Support Operations (Quality Assurance)

About the Company

Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency. 

At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.

The Department: Customer Support

The Customer Support team consists of highly skilled professionals dedicated to empowering Gemini's support teams. Through comprehensive training, accurate documentation, and rigorous quality assurance, they ensure support associates are equipped to deliver exceptional customer service.

With a focus on operational excellence and continuous improvement, Customer Support fosters consistency, efficiency, and a customer-first mindset across all support interactions.

The Role: Senior Associate, Support Operations (Quality Assurance)

As the Quality Senior Associate, you will be responsible for maintaining and enhancing Gemini’s established quality assurance (QA) processes, ensuring they continue to support world class customer experiences. In addition, you will drive the expansion of the QA program to other customer facing teams, fostering a consistent standard of excellence across the organization.

This role will involve refining existing processes, developing new methodologies to meet evolving business needs, and collaborating with cross functional stakeholders to ensure alignment and impact. Your work will play a critical role in identifying opportunities for growth, ensuring quality consistency, and driving continuous improvement in customer interactions.

This role is required to be in person twice a week at either our Seattle, WA or New York City, NY office.

Responsibilities:

• Grade support tickets against quality rubrics to ensure compliance with internal standards.
• Collaborate with BPO quality leads to maintain consistency in QA practices across teams.
• Identify performance trends to inform broader quality and training initiatives.
• Provide feedback to support associates on areas for further development.
• Monitor and report on QA performance metrics, providing actionable insights to support managers and leadership.
• Drive continuous improvement by refining QA processes, ensuring they evolve to meet organizational needs.
• Advocate for a culture of quality, partnering with cross-functional teams to uphold Gemini’s customer service standards.

Minimum Qualifications:

• Experience in Quality Assurance: Proven track record of at least 3–5 years in quality assurance within a customer support environment. 
• Analytical Skills: Strong attention to detail, ability to analyze performance metrics, identify trends, and provide actionable insights to improve quality and agent performance.
• Collaboration Skills: Proven ability to lead and drive cross-functional projects, fostering alignment and collaboration across teams to achieve continuous improvement and operational excellence.
• Communication Skills: Excellent written and verbal communication skills, including experience providing feedback to support associates and presenting actionable recommendations to leadership.
• Process Improvement: Experience maintaining and refining established QA processes, with a proven ability to adapt methodologies to evolving business needs.
• Customer-Centric Mindset: A strong commitment to delivering exceptional customer experiences and fostering a culture of quality and excellence.
• Technical Proficiency: Comfortable using QA tools, Excel/Google Sheets, support ticketing systems, and data analysis software to monitor and report on QA performance.

Preferred Qualifications:

• Previous experience in the cryptocurrency industry, with a strong understanding of its unique challenges and opportunities.
• Familiarity with financial markets, trading, exchanges, and cryptocurrency.
• Proven experience collaborating with outsourced business partners.
• Proficiency using Airtable to build and manage workflows effectively.
• Experience with AI-driven tools and technologies, including sentiment analysis, or automated workflows, is highly desirable. Familiarity with leveraging AI for performance evaluation, data analysis, and optimizing customer support processes will be considered a strong advantage.

• Competitive starting salary
• A discretionary annual bonus
• Long-term incentive in the form of a new hire equity grant
• Comprehensive health plans
• 401K with company matching
• Paid Parental Leave
• Flexible time off

Salary Range: The base salary range for this role is between $84,000 - $118,000 in the State of New York, the State of California and the State of Washington. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle. Employees within the New York and Seattle metropolitan areas are expected to work from the designated office twice a week, unless there is a job-specific requirement to be in the office every workday. Employees outside of these areas are considered part of our remote-first workforce. We believe our hybrid approach for those near our NYC and Seattle offices 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.

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