Head of Customer Service

The role

You will lead workforce management and manage an inbound contact center. You will design customer service strategies and lead managers, team leads, and support agents.

What you will do

• Design, implement and scale long-term customer service strategies
• Translate strategic direction and goals into actionable plans
• Lead workforce management including time cards, scheduling, and headcount management
• Identify and resolve operational inefficiencies
• Resolve high-priority and complex customer complaints
• Hire, train, mentor and evaluate customer service managers, team leads, and support agents
• Lead local shift managers and global team leaders
• Foster a proactive, high-performance team culture
• Partner with Product, Sales, and Marketing teams
• Collaborate with global operations teams, legal, office management, and security

Required qualifications

• Minimum 15+ years in customer support management
• At least 3-5 years in a senior leadership role
• Proficiency in Google applications (Sheets, Docs, Slides)
• Deep familiarity with modern helpdesk software, CRM systems (Zendesk), and data analytical tools
• Experience with key metrics reporting
• Strong communication skills
• 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

Nice to have

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

Benefits

• Competitive starting pay
• 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

About the company

Gemini is a global crypto and Web3 platform founded in 2014. It offers crypto products and services to individuals and institutions in over 70 countries.