Customer Support Associate, Nifty Gateway

| Greater NYC Area
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Help us Get 1 Billion People Collecting NFTs

Nifty Gateway has quickly grown into one of the world’s largest NFTs platforms. We have launched projects with some of the most prominent artists and brands in the world, and we are not slowing down any time soon. We will not rest until 1 billion people are collecting NFTs.

The Department: Customer Support

Nifty Gateway is starting to build out its Customer Support team. This role is an excellent opportunity to be on the ground floor of a rocket ship. 

We view Customer Support as one of the most important departments in a company - in this role, you'll work closely with our founders, and have to create technical, scalable frameworks for supporting one of Nifty's most important constituencies.

The Role: Customer Support Associate

At Nifty Gateway, our CS Associates work alongside the brightest minds in a fast-paced and evolving industry. They ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.We are looking for a brilliant, self-motivated, personable hands-on individual who is hungry and eager to learn. The ideal candidate is a highly organized detail-oriented, self-starter with the desire to make an immediate impact and the ability to work through the unexpected. They are excited for a unique opportunity to make a real impact in an exciting and growing company.

 

Responsibilities:

  • Build out scripts and tech solutions that solve Customer Support problems in a scalable way.
  • Manage all flows of inbound customer requests and issues via email, chat and phone
  • Identify and assess customers’ needs to achieve resolution
  • Triage tickets to the appropriate internal departments and working with them to resolve the issue
  • Work with interdisciplinary teams (i.e. Engineering, Compliance, Security), escalating issues and collaborating with appropriate parties to establish protocol on new processes
  • Play a key role in onboarding of institutional customers and ongoing account recertifications
  • Create process enhancements and efficiencies, and manage any projects to completion
  • Provide periodic on-call support coverage for customer issues outside of business hours
  • Possible occasional weekend coverage with flexibility during the week

 

Minimum Qualifications:

  • 1-4 years in a customer support capacity or equivalent
  • Confident verbal communication and polished written communication
  • Experience and comfort with solving complex problems from end-to-end
  • Comfort with flexible hours, including weekends, for comprehensive support coverage

 

Preferred Qualifications:

  • Experience working in Zendesk
  • Experience in marketplace tech companies
  • Familiarity with Cryptocurrencies
  • Interest in art

 

It Pays to Work Here

Nifty Gateway is a part of Gemini - Gemini takes a holistic approach to compensation, which includes:

  • Competitive base salaries across all departments
  • Ownership in the company via profit sharing units
  • Amazing benefits, 401k match contribution, and flexible hours
  • Snacks, Perks, Wellness Outings & Events

Gemini is proud to be an equal opportunity workplace and is an affirmative action employer. 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. If you have a disability or special need that requires accommodation, please let us know.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • AeronFrameworks
    • PostgreSQLDatabases
    • ConfluenceManagement
    • JIRAManagement

Location

New York, NY 10010

An Insider's view of Gemini

What’s the vibe like in the office?

Before I started, I was told that taking a job at Gemini was a great idea because of how excited everyone was to be there. After working here for more than two years, I still believe that to be true. The office is constantly buzzing with incredibly smart people who are working to build Gemini into the long-lasting business we know it can be.

Marjorie

Director of Treasury Operations

How do you collaborate with other teams in the company?

A risk team is typically seen as a group that says "no”; at Gemini, establishing relationships and collaborating are key to understanding risks, which better enables us to say "yes" (or "yes, but..."). Communicating clearly and regularly, keeping things simple, and being flexible in a complex space reduces the risk of a message being lost.

Yusuf

Head of Risk

How do you empower your team to be more creative?

When we start a project, I challenge my team to look outside of the finance space, to take inspiration from other creative spaces such as art, industrial design, fashion, automotive, etc., and try to translate that into a solution for our industry and users. It's important to set the tone that solutions to problems can come from anyone or anywhere.

Ty

Creative Director

What are Gemini Perks + Benefits

Culture
Volunteer in local community
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Dental coverage for employees through Guardian PPO
Vision Benefits
Vision coverage through VSP
Health Insurance Benefits
Gemini's health insurance plan with our preferred provider Empire BCBS provides 3 plans, an EPO and 2 PPO at very little cost to employees!
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Gemini's 401(k) retirement plan through ADP offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Gemini's 401(k) matches an employee's contributions up to 5% of their base salary, with immediate vesting for matched contributions. Employees are eligible to contribute after 90 days of employment
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
We happily sponsor annual Take Your Child to Work Days.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Gemini's unlimited PTO policy allows employees to take as many days off as they need, provided they get their manager's approval.
Paid Holidays
Paid Sick Days
Gemini is generous in adding sick days on an as-needed basis.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees through Navia.
Company Outings
We typically host quarterly company outings - past events include baseball games and Coney Island.
Stocked Kitchen
We keep our kitchens and pantries well-stocked with snacks, soft drinks, cold brew coffee, and, of course, LaCroix.
Happy Hours
We host monthly happy hours with collaborative activities like employee presentations, trivia, Mario Kart, etc.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Gemini hosts monthly Lunch and Learns
Cross functional training encouraged
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