Associate, Trust & Safety

About the Company

Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency. 

At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.

The Department: Trust & Safety

Trust & Safety at Gemini is a team dedicated to stopping bad actors, securing our user’s funds and ensuring the integrity of Gemini’s digital asset marketplace. We are a diverse group of technology and operational professionals who develop new approaches to solving classic problems using cutting edge tools and processes.

The Role: Associate, Trust & Safety

Gemini’s Trust & Safety team is looking for an associate to contribute to Gemini’s efforts in preventing fraud. In this role, you will be responsible for investigating, responding to, and ultimately preventing fraud on the Gemini platform, while ensuring our customers have a both secure and seamless experience. Gemini is looking for a passionate associate who will investigate Trust & Safety tickets and work directly with Gemini customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, account takeovers, and timely account escalations.

This role requires an on-call rotation.

Responsibilities:

• Respond to risk-related customer issues of varying levels of complexity, primarily via email.
• Investigate and review suspicious customers’ activities, including during onboarding, transactions, and login activity, and escalate to appropriate teams when necessary. 
• Identify trends and patterns in fraud activity and suggest rule and policy changes to assist with preventing fraud.
• Leverage expert business knowledge to identify process and strategy deficiencies, and provide recommendations for operational improvement.
• Prepare ad-hoc fraud reports regarding suspicious activity, incidents, and key measurements of the fraud program.
• Conduct regular Quality and Assurance reviews and support vendor training. 
• Manage cross-functional collaboration:
• Coordinate with key stakeholders within Trust & Safety, Identity, Compliance, and Customer Support on fraud cases and to make operational improvements.
• Directly participate in and provide necessary support for special projects and initiatives as assigned.
• Support on-call Trust & Safety escalations and incidents.

Minimum Qualifications:

• BA/BS in relevant fields or commensurate years of experience.
• 2-3 years of financial risk, fraud, or investigations experience. 
• Great verbal, written and communication skills. 
• Ability to think on your feet and maintain composure in difficult and complex situations.
• Comfortable with making decisions in ambiguity.
• Roll-up-the-sleeves, no-task-is-too-small-attitude - willingness to do what’s necessary to ensure the safety of our customers. 
• A healthy balance of empathy and skepticism, and the ability to question one’s own assumptions.

Preferred Qualifications:

• Familiarity or experience with relational databases and Business Intelligence tools (e.g. Tableau, Looker etc.) is a huge plus.
• Familiarity with database querying languages such as SQL.
• UK, Europe, Asia, and other region-specific fraud knowledge is a plus. 

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Competitive Compensation
• Long-term incentive in the form of a new hire equity grant
• Up to 28 paid holidays (in addition to public/bank holidays)
• Retirement Plan Matching
• Generous Parental leave
• Comprehensive health plans
• Training and professional development

In London, we have a hybrid work policy. Employees are expected to work from the office part of the week. We believe our hybrid approach increases productivity through more in-person collaboration where possible.

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.

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