Join to apply for the Client Engagement Ops Data Analyst role at Kraken1 day ago—Be among the first 25 applicants.Building the Future of CryptoOur Krakenites are a world‑class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.What makes us different?Kraken is a mission‑focused company rooted in crypto values. Our mission is to accelerate the global adoption of crypto, so everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts worldwide.Please read the Kraken Culture page to learn more about our internal culture, values, and mission. Familiarize yourself with the Kraken app: Create a Kraken account here.As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Kraken is committed to industry‑leading security, crypto education, and world‑class client support through products like Kraken Pro, Desktop, Wallet, and Kraken Futures.The TeamThe Client Engagement (CE) Data Team sits at the center of our operations, partnering closely with Data Engineering and CE Service teams to ensure Client Experience data is seamlessly ingested into the Kraken Data Lake. Our mission is to unlock the full value of CE data by leveraging advanced analytics and modern technologies to identify meaningful patterns, trends, and opportunities across client interactions.By combining deep data expertise with a strong understanding of client engagement, the CE Data Team develops CE’s core performance ecosystem—including key performance indicators, source‑of‑truth metrics, and team performance dashboards. These insights empower the CE organization to make informed decisions, optimize service delivery, and ultimately provide a world‑class, 6‑star client experience.OpportunityAs a CE Data Analyst, you will play a critical role in shaping the performance ecosystem of the Client Experience organization. You will own the advancement of our CE Specialist Performance Management platform, the data backbone that powers our incentive models and helps drive the world‑class support Kraken strives to deliver.Partner with the Client Engagement team to define meaningful KPIs that measure the effectiveness of CE operationsBuild, refine, and maintain CE’s performance metrics within the Data Lake as the single source of truthEnsure performance measurements accurately reflect team outcomes, specialist productivity, and service qualityContinuously evaluate and enhance metrics to support evolving business needs and strategic goalsCreate clear, intuitive, and impactful dashboards to communicate insights across the CE organizationUse tools such as Tableau, Power BI, or similar platforms to transform complex datasets into actionable intelligenceProvide data‑driven recommendations that help leaders identify trends, optimize processes, and improve decision‑makingEnhance dashboard usability and accessibility to support a data‑informed culture across CEWork closely with Data Engineering to translate CE business requirements into scalable data solutionsAssist in integrating data from core CE systems, such as Zendesk, Playvox, Workday, and internal admin tools into the Kraken Data LakeEnsure data accuracy, consistency, and completeness across sources to support reliable analysisIdentify opportunities to improve data pipelines, reduce inefficiencies, and strengthen data governanceSkills You Should HODL5+ years of experience designing and managing performance metrics for Client Engagement, Sales, or Contact Center teams operating at scale5+ years of advanced SQL expertise to build, validate, and optimize performance metrics and datasets3+ years of experience setting up and managing data pipelines, with a strong understanding of data workflow orchestration3+ years in Data Integration & Infrastructure: strong understanding of data integration practices and experience optimizing data infrastructure; ability to partner closely with Data Engineering to build scalable, reliable databases that support performance managementBasic knowledge of Python for data analysis, automation, and modeling tasksCross‑functional collaboration: demonstrated success working with Client Engagement, Data Engineering, and other partner teams to align priorities and deliver high‑quality, data‑driven outcomesAnalytical problem‑solving: strong problem‑solving abilities, attention to detail, skilled in identifying data issues, troubleshooting challenges, and developing innovative solutions that enhance client engagement performanceData storytelling: ability to translate complex data into clear, compelling insights for non‑technical audiencesClear communication: effective communicator with the ability to present analytical findings in a structured, concise, and impactful way across all levels of the organizationContinuous learning: proactive mindset focused on staying current with the latest trends, tools, and best practices in data analytics and technologyCrypto curiosity: passion for advancing the global adoption of crypto and supporting Kraken’s missionThis job is accepting ongoing applications and there is no application deadline.Applicants may redact or remove information that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.DetailsSeniority level: Mid‑Senior levelEmployment type: Full‑timeJob function: Information Technology
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