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Building the Future of Crypto
Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different?
Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Proof of Work
The Team
Empowered to enhance client experiences, the Process Optimization team collaborates closely with the Client Engagement leadership team to refine workflows and solutions. Specializing in optimizing processes within CE tools, we are committed to upholding Kraken's reputation for unparalleled service, ensuring every client receives a 6-star experience. Our team plays a pivotal role in ensuring that all clients, regardless of their familiarity with our platform or their crypto journey, can confidently join us in accelerating the adoption of crypto.
The Opportunity
We're on the lookout for a Client Engagement Operations Supervisor to join our Client Engagement team based remotely in Europe! In this role, your main mission will be to keep our CE team workflows finely tuned, always aligning with business needs and leveraging cutting-edge tech. Collaborating with your team, you'll chart our customer journey, gather insights from CE leaders and customers, and pinpoint areas for improvement, offering strategic solutions backed by thorough risk analysis. Ultimately, you will ensure our agents have a top-notch architecture system to deliver that coveted white-glove experience that makes us proud.
Reporting to the CE Operations Manager, you'll lead a group of specialists, guiding them through their daily tasks while also mentoring and coaching them to foster their professional growth. This role presents an exciting opportunity for a customer service expert looking to sharpen their problem-solving skills and leverage their process-driven mindset to make a significant impact in the world of crypto. This might be the occasion to have your career going to the moon!
Some More Details
- Working hand in hand with stakeholders from the CE leadership team to deeply understand workflows, business needs, and strategic objectives.
- Support team members in their professional development, monitor performance, and handle escalations as needed.
- Guaranteeing that our Client Engagement teams are equipped with optimal solutions to enhance the client experience.
- Assisting Service teams in overseeing SLAs and integrating new tools, processes, and protocols.
- Referring requests beyond technical scope to appropriate teams and counterparts.
Skills You Should HODL
- Experience working in customer service roles where you developed client engagement skills and know best practices
- Background in process optimization, SaaS management, or information technology roles, demonstrating your ability to drive positive outcomes for multidisciplinary teams through strategic decision-making
- Previous experience in a people management role demonstrating the ability to foster team growth and development in a fast-paced setting
- Familiarity with ticketing systems and customer support software, with a bonus in case management development and deployment experience
- Prior experience in customer service positions, demonstrating outstanding client engagement skills and familiar with industry best practices
- Additional technical or programming skills would be advantageous (e.g.: ability to understand Zendesk business rules and technically coach the team)
- Passion about the cryptocurrency world and most importantly a learning attitude about new crypto-industry trends
- Believe wholeheartedly in the crypto, cypherpunk, libertarian values of Kraken described in our Tentaclements document
#UKEU
Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
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