Client Engagement Training Lead




About Kraken



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!



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.



We are looking for a quality- and results-driven candidate to hire as our Training Lead. As a Training Lead, you would be responsible for the development and implementation of the Client Engagement’s e-learning and instructor-led training plans for all teams within the Client Engagement department. You’ll need a passion for education in a remote environment and a deep understanding of the opportunities it affords people. In this role you would partner with Client Engagement’s functional leadership, quality assurance team members, and other team leads in order to construct and modify training, identify learning and development opportunities within the team, and add easily digestible content to our learning management system as necessary.



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



Responsibilities



    • Construct e-learning modules within our LMS environment

    • Coordinate and deliver instructor-led training to Client Engagement Specialists

    • Ensure complex and technical aspects of our workflows are easily understandable

    • Conduct in depth assessments of our operational procedures in order to identify opportunities and knowledge gaps that will upskill the team’s performance

    • Work with functional management team to streamline and improve training processes to address inefficiencies for constantly evolving products

    • Create and maintain knowledge management materials, training content, and process change logs for the entire Client Engagement Department

    • Define metrics that measure training effectiveness and work with functional management to analyze and review

    • Edit and redesign existing curriculum as needed to ensure all training experiences meet Kraken’s level of quality

    • Develop a thorough understanding and ability to address the client issues the team resolves with a high degree of accuracy




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

    • 3-5 years experience developing and delivering educational content in crypto, financial services, or other relevant industry preferably for client facing roles

    • Experience training and facilitating groups of at least 20 people in physical or remote learning environments

    • Passion for creating learning modules and delivering training curriculum

    • Excellent critical thinking, problem solving, and organizational skills




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.  



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