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Client Engagement Supervisor

Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion.

Kraken

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51-200

Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion.  Founded in 2011 and with over 4 million clients, Kraken is one of the world's largest, most successful bitcoin exchanges and we're growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets.  We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent. Let's change the way the world thinks about money! Join the revolution!

About the Role


The Kraken Client Engagement team continues to grow at an astounding rate and we continue to hire as many talented specialists as we can find. With this relentless growth, we must scale our department infrastructure in order to provide all specialists with the support they need and deserve by growing our Client Engagement Supervisor Team. 

We are looking for quality- and results-driven candidates to lead a team responsible for providing end-to-end support on a variety of our clients’ requests. By combining in-depth crypto knowledge, a strong technical background, and experience managing a high performing team, you will play a strong role in our success and ability to deliver world class support.

This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.

Responsibilities


  • Develop technical subject matter expertise across our robust product and service offerings
  • Continually improve the client experience by championing client feedback to other parts of the organization such as the product and engineering teams
  • Serve as a proactive thought leader across Client Services, with a bias towards action and the ability to contribute to overall organizational strategy and direction
  • Utilize knowledge of crypto markets to solve complex challenges in a dynamic environment
  • Set performance goals with team members that align with the company’s larger plans
  • Coach, mentor and develop your direct reports
  • Delegate work to employees, track progress and provide constructive feedback 
  • Help to maintain or increase quality of the CE team (relative to market constraints)
  • Think holistically about Kraken’s success, how your team can contribute to it, and then drive that success
  • Address problems with work quality, issues between employees and other concerns in an effective, timely manner
  • Ensure reports adhere to company and department policies 
  • Serve as a link between direct reports and CE Managers
  • Conduct performance reviews, motivate team members and create strategies to boost productivity
  • Work weekends on a rotating schedule
  • Have regular voice or video 1 on 1s with all your direct reports at least once per month
  • Attend company meet-ups to meet your team members
  • Assist in the hiring process for new team members as requested by the recruiting team or your manager

Requirements


  • Motivated by Kraken’s mission and creating a seamless support experience for our global client base
  • Strong knowledge of the cryptocurrency industry and passion for crypto!
  • 2+ years of direct management experience
  • Experience in organizing work groups, coaching employees, monitoring progress, enforcing rules and ensuring quality compliance
  • Excellent track record of growing and managing deeply engaged, high performing teams
  • Strong communication and leaderships skills as well as the ability to resolve workplace issues effectively
  • Ability and readiness to guide, train and support the team members 
  • Highly self-motivated to help our company fulfil its larger mission
  • People-centred, supportive and flexible in order to get the most of his/her team
  • A natural leader that’s focused on inspiring employees to own their work and deliver better results

We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.

Check out all our open roles at https://jobs.lever.co/kraken. We’re excited to see what you’re made of.  

Learn more about us:


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About Kraken

Learn about Kraken and their company culture.

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Based in San Francisco, Kraken is the world’s largest global bitcoin exchange in euro volume and liquidity. Kraken’s clients also trade USD, CAD, ETH, XRP, LTC, and other digital currencies, on a platform consistently rated the best and most secure bitcoin exchange by independent news media.

Kraken’s employees are generally not listed on LinkedIn due to the company’s security policy.

Founded in 2011, Kraken was the first bitcoin exchange to have its market data displayed on the Bloomberg Terminal, the first to pass a cryptographically verifiable proof-of-reserves audit, and one of the first exchanges to offer leveraged bitcoin margin trading. Kraken is trusted by millions of traders, institutions, and authorities across the world, from Toyko’s court-appointed trustee to Germany’s BaFin regulated Fidor Bank. In January 2016, Kraken announced that it was acquiring prominent bitcoin exchanges Coinsetter and Cavirtex to expand into American and Canadian markets. In 2019 Kraken acquired Crypto Facilities a registered futures platform.

Kraken is backed by investors including, Money Partners Group, Hummingbird Ventures, Blockchain Capital, and Digital Currency Group, among others.

"We wake up every single day determined to change the world by delivering a great exchange. Bitcoin is more than just a new way to make purchases. It’s even more than a protocol for exchanging value over the internet without an intermediary. We are empowering people to live simply, efficiently and more connected to others. We put our clients’ best interests first and foremost. They are at the heart of our company and drive everything we do. We believe in having a laser focus when pursuing our strategic goals and participate only in markets where we can make a significant contribution. We believe in complete transparency, deep collaboration and we never forget that people come first. Having this mindset allows us to grow and advance at a rate which others cannot."​
Jesse Powell, CEO of Kraken

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Tech stack

Learn about the technology and tools that Kraken uses.

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