Client Engagement Supervisor (KYC)

This is a fully remote role. You must be willing to work evenings and weekends. Strong knowledge of the cryptocurrency industry is required.

The client onboarding team is the first point of contact for new clients. This team is focused on serving individual and institutional traders. Our mission is to provide outstanding support that begins and fosters lasting relationships with them, and thus pave the way to greater crypto adoption.

As a Supervisor in this team, your leadership will play a critical role in achieving company wide goals. You will be responsible for directly managing and supporting a team of like-minded agents. Thinking holistically about the company’s success, you will leverage your understanding of the resources within the team to achieve service quality goals and business objectives in a timely and efficient manner, while always identifying areas for improvement along the way.

A successful Client Engagement Supervisor will always be seeking to thoroughly inform and positively influence the organization with their actions, diligently advocating for client needs and desires. A high affinity for communication, collaboration, problem-solving, and critical thinking is paramount to the success of a Supervisor. By combining 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.

Responsibilities

• Successfully manage and drive Client Engagement initiatives relating to your area of expertise, ensuring proposals and any blockers and updates are clearly and proactively communicated to leadership
• Coach, mentor and develop a team of direct reports, conducting quarterly performance reviews that motivate your direct reports and boost their productivity
• Work closely with project/team leaders of various functions to set goals, create action items, and deliver results
• Delegate work to team members, track progress and provide constructive feedback
• Address problems with work quality and other concerns in an effective and timely manner
• Ensure direct reports adhere to company and department policies
• Work weekend shifts on a rotating schedule
• Have regular 1 on 1s with all of your direct reports at least once per month
• Assist in the hiring process for new team members as requested by the Recruiting team or your manager
• Maintain visibility and knowledge of the different groups and projects being carried out
• Consolidate, analyze, and present data and insights in a clear and actionable manner to enable decision making for management

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 with client experience oriented teams
• Actively maintain or increase quality of the client onboarding team, ensuring a quick and seamless account opening experience for our clients while conducting the necessary due diligence (KYC/CDD).
• Data driven; must be able to collect, interpret, analyse and create meaningful action items out of data from various sources
• Self-motivated and passionate about improving the client experience and helping our company fulfil its larger mission
• Experience organizing work groups, managing projects, coaching employees, monitoring progress
• Strong communication and leaderships skills, and the ability to resolve workplace issues effectively
• Service-oriented, resourceful and forward-thinking
• Ability and readiness to guide, train and support team members at all levels
• People-centered, supportive and flexible in order to get the most out of their team
• A natural leader who is focused on inspiring employees to own their work and deliver results
• Innovator; never satisfied with the status quo when it means a poor client experience or unnecessary work
• Able to manage several projects and initiatives simultaneously
• Strong ability to identify talented individuals, and push them to greater heights
• Able to quickly respond to needs and concerns of your direct reports in a timely and understanding manner