VP of Client Engagement




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!



About the Role



Our mission is about adoption, however crypto isn’t simple for most people (yet). It’s critical that we provide an outstanding support experience to our clients in order to accomplish our mission. We see our support offering as a key differentiator, and we expect this role to significantly grow our advantage. We are seeking an experienced client engagement leader to oversee and advance Kraken’s global, multi-channel, industry leading client engagement team. We want a veteran leader, experienced in scaling a global support team with a proven track record of forging strong teams that deliver great service. We are looking for someone passionate about the crypto-currency revolution and aspires to help us achieve our mission through advancing Kraken’s client service. The Vice President of Client Engagement will lead our team which provides support for Kraken’s entire portfolio of products via multiple support channels.



Responsibilities



    • Oversee Kraken’s client engagement team in delivering outstanding service

    • Manage a large operating budget with focus on driving service quality while increasing efficiency

    • Strategically manage cross-functional relationships with leaders throughout Kraken (Product, Engineering, Compliance, Legal, Marketing, etc) to implement changes that advance the client experience and influences major short term and long term project rolloutsEstablish processes that drive amazing client interactions resulting in Kraken Evangelists

    • Take an active role in protecting clients and the company’s privacy, data, and funds 

    • Utilize an in-depth understanding of metrics, reporting, capacity planning and financials to make informed data-driven decisions that optimize support operations 

    • Design process and procedures to ensure the security and privacy of our clients, monitor team members, and take steps to mitigate risk of insider threats

    • Manage vendor relationships primarily utilized by the client engagement team with a focus on expense management and on maximizing value delivered from partnerships

    • Listen to Kraken Clients and drive data driven changes furthering the client experienceReevaluate all support processes aiming to improve client experience and increase efficiency

    • Establish key performance indicators; including client satisfaction, operating efficiency and lead team in achieving ambitiously set goals that positively impact service




Requirements



    • Passionate about cryptocurrencies and motivated to accelerate global crypto adoption

    • 15+ years of total experience 

    • 3+ years running a client facing function of a consumer technology organizationExperience at a company with a strong focus on privacy and security

    • Experience in a high risk field including payments, gambling, virtual goods, or some areas of financial services

    • Experience in servicing a minimum of 100,000 customers in at least 5 countries in at least 3 languages

    • Experience working with extreme range of clients from first time crypto purchaser buying $20 worth of bitcoin to very top end B2B or institutional clients

    • Has overseen teams of 300+

    • Experience overseeing a diverse 24/7 global remote workforce Has worked at a company that prides itself on high quality support 

    • A track record of growing a world-class organization through talent acquisition and retention, characterized by excellent service and strong team culture

    • Experience building a global multi-channel support strategy for a consumer technology product that operates at scale

    • Capable of focusing on the big picture while understanding how each support process directly contributes to or detracts from the overall client experience

    • Ability to understand the client’s wants and turn insights into actions that improve the quality of service delivered

    • Ability to build and manage executive relationships in order to influence/drive change in a large organization

    • Strong interpersonal and communication skills with the ability to demand focus on the client experience from colleagues in a constructive manner

    • Highly flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization

    • Passionate about the client experience and pushing boundaries to deliver amazing service

    • Must be extremely tech savvy

    • Security and privacy focused mindset




Nice to have



    • Experience in crypto industry or financial services, especially dealing with payments

    • Knowledge of global and country-specific anti-money laundering regimes

    • Knowledge of fraud prevention and mitigation 

    • Knowledge of or personal interest in traditional or crypto financial markets Interest in or experience with software development 

    • Able to fulfill role of internal tools product manager




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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