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. In our first decade, Kraken has risen to become one of the largest, most successful and respected crypto exchanges in the world. 

We are changing the way the world thinks about finance and our range of successful products are playing a critical role in the mainstream adoption of crypto assets. We continue to trail-blaze into new territory with the introduction of Kraken Bank, providing a more seamless integration between crypto and the traditional financial system. This makes us the first crypto company (ever) to be awarded a U.S. state banking charter. 

Our diverse group of 2,000+ Krakenites are distributed all over the world, united by a shared passion for delighting customers, upholding crypto values and achieving our meaningful mission. We attract people who push themselves to improve, are radically transparent and think differently in order to unlock their potential. 

Crypto is a rapidly evolving industry and we’re just getting started. We’re growing fast and you're invited to join the revolution!

The Team

Kraken’s Pro Verifications team is growing as fast as the crypto industry itself. As part of the Client Engagement function, the Pro Verifications team plays a crucial role in Kraken’s mission. Our team’s objective is to provide an exceptional onboarding experience to clients wanting to invest their company funds, trade in larger volumes or offer cryptocurrency payment options to their customers. Our fully remote, global team collaborates to solve problems and innovate ways to push the bar higher, and continually raise the standard of services we offer. 

The Role

As an Escalations Supervisor on the Pro Verifications team, your experience with KYC Onboarding and Enhanced Due Diligence will enable you to act as a subject matter expert and provide support for the Pro Verifications team on Compliance related issues. You will work cross-functionally with our Compliance and Customer Support teams to provide assistance with higher-risk applications or requests. Your passion and understanding of how to provide the most engaging client experience possible will allow you to encourage your team to foster lasting relationships with our clients. You will implement solutions to improve inefficient processes and workflows, and contribute to meeting organizational goals. You will assist in interviewing, training and onboarding of new hires and serve as a point of contact for any issues impacting the Escalations team.

Our ideal candidate is a crypto-passionate client-advocate with an eye for detail. You must be ready to work hard with a close-knit team of sharp, critical thinkers in a culture cultivated for feedback and growth. You will fit in if you are able to roll with the punches and adapt quickly to the rapidly evolving needs of the crypto space. You should be motivated by strengthening Kraken’s reputation with the professional trading community and institutional clients.

We are here to win and you must be too.

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

Responsibilities

• Set individual and team performance objectives that align with the company’s larger business objectives
• Coach and empower your team to achieve their individual and team goals
• Evaluate your team’s performance, both on an individual and team level
• Create strategies to continually improve the client experience and ensure your team to the highest standard of performance
• Foster an inclusive and engaging environment to ensure the happiness and productivity of your team 
• Bring a client-focused and holistic approach to decision making 
• Ensure team members adhere to company and department policies
• Serve as a link between your team and Client Engagement’s management team
• Work weekends on a rotating schedule
• Have regular performance discussions over voice calls with all your team members at least twice per month
• Contribute to the growth of the your team through forecasting, strategizing and hiring
• Lias with Kraken’s Compliance team to ensure procedures are up to date, negotiating where possible to ensure the client experience is prioritized while adhering to regulatory requirements

Requirements

• 2+ years experience leading a team of 5 or more direct reports 
• Understanding of cryptocurrency, global financial markets or trading platforms
• Prior experience leading a client support team that cares deeply about the success of its clients
• Strong written and verbal communication skills
• Experience building and growing a high performance team 
• Experience with client onboarding and KYC/customer due diligence processes. BSA/AML is a plus
• Deep understanding of business models, industries, corporate structures and beneficial ownership
• A strong desire to create positive and meaningful interactions with clients
• Outstanding interpersonal skills and the innate ability to work unsupervised in a structured manner
• Broad understanding of Anti-Money Laundering and Know Your Customer policies, procedures and regulatory requirements
• A genuine interest in the happiness, well-being, and success of everyone on your team
• Motivation to build, lead and grow a winning team of client support specialists

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://www.kraken.com/careers. We’re excited to see what you’re made of.

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