Associate Director, Customer Support (Operations Center) at Gemini Trust Co.

<p><strong>About the Company</strong></p> <p>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.</p> <p><span style="font-weight: 400;"><strong>The Department: Support</strong></span></p> <p>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.</p> <p><span style="font-weight: 400;"><strong>The Role:</strong> <strong>Associate Director, Customer Support (Operations Center)</strong></span></p> <p>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.</p> <p><span style="font-weight: 400;"><em>This role is required to be in person 5 days per week at our Tempe, AZ office.</em></span></p> <p><span style="font-weight: 400;"><strong>Responsibilities:</strong></span></p> <ul> <li>Lead workforce management activities, including scheduling, forecasting, headcount planning, and timecard management to ensure optimal staffing and service levels.</li> <li>Lead local shift managers while partnering with global operations leaders to drive alignment and operational excellence across regions.</li> <li>Build and sustain a high-performance, customer-centric culture rooted in accountability, continuous improvement, and operational excellence.</li> <li>Coach, develop, and empower