Head of Customer Service
About This Role
The Head of Customer Service will combine hands-on work with management duties within an inbound contact center, leading workforce management and partnering with the Operations team on forecasting and team building. This role requires being in person five days per week at the Scottsdale, AZ office.
What You'll Be Doing
Design, implement, and scale long-term customer service strategies aligned with Gemini's growth and brand values
Translate the Director's strategic direction and goals into actionable plans for the operations team
Lead workforce management, including time cards, scheduling, and headcount, 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 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 global operations teams, legal, office management, and security to ensure compliance with company and local policies
What We're Looking For
Minimum 15+ years in customer support management, including 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
A passion for delivering excellent client service with integrity and a proactive approach
Bonus Points
15+ years of experience in the banking or financial industry
10+ years of client service experience
Associate Degree or higher
Why Join Us
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
Ready to Apply?
To submit your application for this position, please visit GEMINI EXCHANGE, LLC (GEMINI TRUST COMPANY, LLC)'s official website and follow their application process.