Live Chat Manager

  • Kraken
  • Remote
  • Feb 24, 2022
Full time Blockchain Customer Service Management Pays in Crypto Trading

Job Description

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 on the planet. 


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 2,400+ Krakenites are distributed all over the world as part of our 'remote first' culture, 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!

About the Role


Our Customer Experience Team lives out our mission of accelerating the adoption of cryptocurrencies everyday, by providing amazing experiences to our customers. As a member of our CE team, you will play a critical role in advancing our mission through leading a team in delivering a ‘6-Star’ experience. 


As a CE Manager, you will be responsible for both the strategy and execution of delivering outstanding service for a division of the CE Team. You’ll ensure that the processes we use to interact with customers elevates the work of our team and advances the high quality experiences our customers deserve. You’ll develop individuals and build thriving teams to ensure every client receives amazing service. 


We consider Customer Experience essential to Kraken’s success. This role is an opportunity to unleash your creativity & do the best work of your life, supporting others in doing the same.


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

-Video call screen with our Talent Acquisition team (45 minutes)

-Round 1 interview with one of our directors (60 minutes)

-Round 2 iInterview with our executive (60 minutes)

-Case study (to be completed within 72 hours)

Responsibilities

  • Lead the division for the Live Chat Support of Kraken’s Client Engagement team in delivering a 6-Star client experience 
  • Execute complex, long-term projects that have many stakeholders and advance Kraken Service 
  • Manage risk by making thoughtful decisions in uncertain environments
  • Establish 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 
  • Listen to Kraken Clients and drive data driven changes furthering the client experience
  • Reevaluate support processes aiming to improve client experience and increase efficiency
  • Drive key performance indicators; including client satisfaction & operating efficiency 

Requirements

  • You have 3+ years of related experience managing other managers and supervisors
  • You have 2+ years of experience in program or project management
  • You have 2+ years in Live Chat channel management
  • You are experienced in tracking agent KPIs and associated metrics to support performance management
  • You are passionate about cryptocurrencies and motivated to accelerate global crypto adoption
  • You have experience leading, managing, and running multiple teams and functions that care deeply about the experience of its customers 
  • You have experience providing analysis and strategic recommendations for driving business improvements. 
  • You are highly flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization
  • You are a skilled writer and speaker with experience communicating to all levels of an organization, including executives
  • You create an environment where an engaged team thrives and achieves amazing accomplishments
  • You are capable of focusing on the big picture while understanding how each support process directly contributes to or detracts from the overall client experience
  • You are extremely tech savvy