Head of Customer Service

The Department: Support

Gemini's Customer Support Team is a highly skilled and dynamic group dedicated to providing exceptional customer service. Each team member plays a crucial role in ensuring that customers receive the best possible experience when seeking assistance, asking questions, or sharing feedback. The Gemini Credit Card and Exchange teams are expanding their presence with a regional office to better align customer support divisions. Collectively, these teams efficiently handle all inbound phone-based service requests and communications for the Gemini Credit Card and email-based requests for Gemini Exchange.

The Role

As the Head of Customer Service, your role will be a combination of "getting your hands dirty" and management responsibilities within an inbound contact center. You will be expected to lead the workforce management function, partner with the Operations team with forecasting and building team rapport.

This role is required to be in person five days per week at our Scottsdale, AZ office.

Responsibilities

• 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 the global operations teams, legal, office management, and security to ensure compliance with company and local policies

Minumum Qualifications

• Minimum 15+ years in customer support management, with 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 and a 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

Preferred Qualifications

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

Benefits

The compensation & benefits package for this role includes:

• 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

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