---
title: 'Associate Director, Customer Support (Operations Center) at Gemini'
canonical: 'https://feeny.ai/job/associate-director-customer-support-operations-center-gemini-tempe-1r5yzc3wg2ce'
type: 'job'
last_seen: '2026-09-06'
---

# Associate Director, Customer Support (Operations Center) at Gemini

- **Company:** Gemini
- **Location:** Tempe, AZ
- **Posted:** 2026-07-28
- **Last confirmed live:** 2026-09-06
- **Apply:** https://boards.greenhouse.io/embed/job_app?for=gemini&token=8089812&gh_jid=8089812

## Job description

## 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. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact.

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: Associate Director, Customer Support (Operations Center)

As an Associate Director of the regional team, 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, collaborate with the Operations team with forecasting and building team rapport.

This role is required to be in person 5 days per week at our Tempe, AZ office.

Responsibilities:

- Lead workforce management activities, including scheduling, forecasting, headcount planning, and timecard management to ensure optimal staffing and service levels.
- Lead local shift managers while partnering with global operations leaders to drive alignment and operational excellence across regions.
- Build and sustain a high-performance, customer-centric culture rooted in accountability, continuous improvement, and operational excellence.
- Coach, develop, and empower leaders and team members through performance management, targeted training, feedback, and recognition to achieve individual and team goals.
- Translate organizational strategy into actionable operational plans, measurable outcomes, and scalable solutions that support business growth.
- Identify operational inefficiencies and leverage data, analytics, and process improvements to optimize performance and drive continuous improvement.
- Ensure operational readiness and business continuity for new products, business initiatives, organizational growth, and incident response.
- Partner cross-functionally with Global Operations, Legal, Facilities, Office Management, and Security to ensure compliance with company policies and maintain a safe, secure, and productive workplace.
- Manage site budgets and operating expenses while identifying opportunities to improve efficiency and optimize costs.

Minumum Qualifications:

- Bachelor’s degree or equivalent practical experience.
- Minimum 12 years of experience in a contact center, contact centers or financial services environment.
- Minimum of 5 years of contact center workforce management experience.
- Proficiency in Google applications (Sheets, Docs, Slides).
- Proven success scaling operations during periods of rapid organizational growth.
- Strong understanding of Workforce Management principles, forecasting, scheduling, and capacity planning.
- Experience using operational metrics and data analytics to drive business decisions.
- Experience leading change management and continuous improvement initiatives.
- Ability to thrive in a dynamic, high-growth environment with evolving priorities.
- 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.
- Experience within fintech, financial services, payments, or another regulated industry.

It Pays to Work Here

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

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-MW1

## About Gemini

## Company Overview
- **One-liner**: Gemini is a global crypto and prediction markets platform offering a regulated exchange, full-reserve custody, and related financial services for both individuals and institutions.
- **Entity Type**: Public (NASDAQ: GEMI)
- **Headquarters**: New York, NY, USA (with additional offices in Seattle, Miami, Singapore, London, and others)
- **Founded**: 2014
- **Founders**: Cameron and Tyler Winklevoss

## Core Business
- **Primary industry**: Cryptocurrency exchange & custody, prediction markets
- **Target customers**: B2C (individual investors and traders) and B2B (institutional clients)
- **Mission**: "to give our customers greater choice, independence, and opportunity" [gemini.com/careers](https://www.gemini.com/careers)

## Products & Services
- **Gemini Exchange**: A platform for buying, selling, and trading a range of cryptocurrencies with a regulated, full-reserve model.
- **Gemini Custody**: Qualified custodian service holding customer digital assets in segregated accounts 1:1, with no lending or rehypothecation. [gemini.com/trust-center](https://www.gemini.com/trust-center)
- **Gemini Predictions**: A prediction markets platform (recently launched, highlighted in Q1 2026 results). [investors.gemini.com](https://investors.gemini.com/news-releases/news-release-details/gemini-reports-first-quarter-2026-results-and-announces-100)
- **Gemini Credit Card**: A credit card that earns cryptocurrency rewards on everyday purchases.

## Market Standing
- **Valuation / Market Cap**: Not publicly available in provided sources. As a public company, real-time market cap can be found on exchanges.
- **Key Metric**: As of Q1 2026, Gemini announced a $100 million strategic investment. The company employs over 500 people globally. [investors.gemini.com](https://investors.gemini.com/news-releases/news-release-details/gemini-reports-first-quarter-2026-results-and-announces-100)
- **Notable Investors / Partners**: Public company with broad institutional ownership; regulated by the New York State Department of Financial Services (NYDFS). Audited by Deloitte for SOC certifications.
- **Growth Signals**: Expanded into prediction markets; operates across 4 continents and 6 countries with 10+ office locations; first crypto exchange to obtain SOC 1 Type 2 and SOC 2 Type 2 certifications. [gemini.com/careers](https://www.gemini.com/careers), [gemini.com/trust-center](https://www.gemini.com/trust-center)

## Competitive Advantages
- **Regulatory moat**: Licensed as a trust company and qualified custodian under New York Banking Law – one of the most heavily regulated crypto platforms.
- **Full-reserve model**: No lending or fractional reserves; customer assets are always held 1:1 and available for withdrawal.
- **Security certifications**: SOC 1/2 Type 2 and ISO 27001:2022 certified – first in the industry to achieve these. [gemini.com/trust-center](https://www.gemini.com/trust-center)
- **Transparency**: Public quarterly results and a trust center that details capital requirements and certification evidence.

## Strategic Focus
- **Prediction markets** as a new growth vertical alongside core exchange and custody.
- **Regulatory leadership**: Continuing to work with global regulators to shape thoughtful crypto policy.
- **Institutional adoption**: Maintaining trust and compliance to serve both retail and institutional clients.

## Why Work Here
- **Hybrid work policy**: Offices in New York, Seattle, Miami, London, Singapore, and other cities; most roles offer a mix of in-office and remote work. [gemini.com/careers](https://www.gemini.com/careers)
- **Culture & values**: "Empower the individual", "Speed Matters", "Ownership is true leadership", "Together we win championships."
- **Benefits**: Flexible vacation, comprehensive health plans, retirement plan matching, generous parental leave, training and development, health/wellness perks.
- **Hiring process**: Take-home assessments for tech roles (and many non-tech); in-person/video final rounds; emphasis on collaboration and innovation.
- **Diversity & inclusion**: Global team across 6 countries; focus on inclusive environment where "each of us is a captain of our spaceship." [gemini.com/careers](https://www.gemini.com/careers)

## Sources
1. [gemini.com/careers](https://www.gemini.com/careers)
2. [gemini.com/trust-center](https://www.gemini.com/trust-center)
3. [investors.gemini.com](https://investors.gemini.com/news-releases/news-release-details/gemini-reports-first-quarter-2026-results-and-announces-100)
4. [github.com/Gemini](https://github.com/Gemini)
5. [tryjeremy.com/companies/gemini](https://tryjeremy.com/companies/gemini)

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