Head of Customer Service

Gemini•Scottsdale, AZ

2d•Onsite

About The Position

The Head of Customer Service leads customer service strategy and operations within an inbound contact center. The role combines hands-on operational work with management responsibilities and requires in-person work five days per week at Gemini’s Scottsdale, Arizona office. The position leads workforce management and partners with Operations on forecasting and building team rapport. Gemini’s Customer Support Team handles inbound phone-based service requests for Gemini Credit Card and email-based requests for Gemini Exchange. The Head of Customer Service translates strategic direction from the Director into actionable plans, manages operational coverage and performance, resolves critical customer escalations, develops leaders and support teams, and collaborates across functions and global operations.

Requirements

At least 15 years of customer support management experience, including at least 3–5 years in a senior leadership role.
Proficiency with Google applications, including Sheets, Docs, and Slides.
Deep familiarity with modern helpdesk software, CRM systems such as 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.
Passion for delivering excellent client service with integrity and a proactive approach.

Nice To Haves

15+ years of experience in the banking or financial industry.
10+ years of client service experience.
Associate degree or higher.

Responsibilities

Design, implement, and scale long-term customer service strategies aligned with Gemini’s growth and brand values.
Translate strategic direction and goals from the Director into actionable plans for the operations team.
Lead workforce management, including time cards, scheduling, and headcount management, 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 them and their teams to meet 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 to incorporate 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.
Partner with the Operations team on forecasting and building team rapport.