Client Engagement Supervisor

Kraken | Take your crypto to the next level with Kraken

About

As one of the largest and oldest Bitcoin exchanges in the world, Kraken is consistently named one of the best places to buy and sell crypto online, thanks to our excellent service, low fees, versatile funding options and rigorous security standards -- but this is only part of the story. We’ve been on the forefront of the blockchain revolution since 2011.

Overview

San Francisco, CA, USA

krakenfx

Job Description

About Kraken
As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide – our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.
About the Role
The Kraken Client Engagement team is rapidly expanding as we continue to hire world-class talent across our organization. With a global team of dedicated agents supporting our clients’ around the clock, we’re actively scaling our team of Client Engagement Supervisors to help facilitate this growth.
As a CE Supervisor, you will be leading a high-performance team of specialists across different support channels (email, chat, phone) in delivering a 6-Star client experience. With your knowledge of leading great support teams, you will play an instrumental role not only in supporting, growing and upskilling your team, but also in ensuring our clients receive the best possible experience when engaging with Kraken Support.
With a strong understanding of the crypto space, a high degree of technical fluency, and a passion for team-leadership, your role at Kraken will play an important part in our success through delivering world class service and creating Kraken Evangelists.
This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends (rotationally). 

Responsibilities

    • Lead a team of CE specialists in delivering a 6-Star experience that results in Kraken Evangelists
    • Motivate and empower your team to achieve their goals through effective goal setting, meaningful coaching and conducting performance evaluations
    • Leverage CE’s KPIs to deeply know and understand your teams performance and effectively coach individual team members to advance the client experience
    • Assist your team with complex client interactions and escalations & provide support where necessary
    • Ability and readiness to guide, train and support your team members
    • Resolve problems with work quality, issues between employees and other concerns in an effective, timely manner
    • Assist in the hiring process for new team members as requested by the recruiting team or your manager
    • Shape an exceptional culture in your team through having a genuine interest in the happiness, well-being, and success of everyone on your team
    • Advance our platform and improve servicing by learning the product inside out to best represent our client’s needs to the relevant teams

Requirements

    • 4+ years experience leading teams of 10+ that care deeply about the experience of its clients within a world class client focused organization
    • Knowledgeable and passionate about cryptocurrencies and motivated to accelerate global crypto adoption
    • Creative problem solver, strategic thinker and storyteller with strong writing skills who can effectively communicate what we need team members to know, feel and do
    • A proven record of using data to manage teams and drive client experience forward
    • Strong communication and leadership skills and the ability to resolve workplace issues effectively
    • Track record of building and managing thriving teams and delivering amazing service
    • Ability to build and manage relationships in order to influence change in a large organization
    • Extremely tech savvy

Interested so far? Here’s how the hiring process will look like

    • Pre-screen assessment – around crypto and customer support (you have 72 hours to complete this)
    • Video screen with our Talent Acquisition team (45 minutes)
    • A Short Case Study – around your leadership style
    • 1st Interview with the team (60 minutes)
    • 2nd Interview with the team (60 minutes)
Location Tagging: #US #EU #CANADA #APAC #LI-JJI
We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background.
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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