Training Lead

Anchorage Digital

United States

At Anchorage we are building the world’s most advanced digital asset platform for institutions to participate in crypto.Founded in 2017, Anchorage Digital is a regulated crypto platform that provides institutions with integrated financial services and infrastructure solutions. With the first federally chartered crypto bank in the US, Anchorage offers institutions an unparalleled combination of secure custody, regulatory compliance, product breadth, and client service. We’re looking to diversify our team with people who are humble, creative, and eager to learn.We are a remote-first, global team, but provide the option of working in-office in San Francisco, New York City, Indianapolis, Sioux Falls, Porto, and Singapore.As a Training Lead, you will support the Client Operations department day to day needs to ensure team members are operating effectively and efficiently across all interactions. Your primary focus will be ownership of all operational tools and systems needed to maintain operational excellence. Your secondary focus will be training new and current team members across the Client Operations department. In order to be an expert you will be expected to manage a handful of clients and assist with operations monthly to constantly be aware of opportunities for improvement.

As a Training Lead you will:

    • Build out KPI dashboards for the Client Operations department leadership
    • Map out the client lifecycle for all of our product and service offerings from onboarding to account management and build efficiencies into the workflow
    • Participate in and build complex, multi-product client workflows and strategies to ensure our client expectations are exceeded
    • Configure Salesforce functions including custom objects, settings, validation rules, workflows, visual workflows, reports and dashboards
    • Build flows in Service Cloud flow builder to support automation based on business requirements
    • Manage an internal support request process and work queue
    • Troubleshoot operational issues, plan process changes, and fix root cause issues for technical problems
    • Play an active role in influencing system/tools design
    • Solve business problems, building Salesforce solutions that address business gaps and operational debt
    • Mentor Client Operations departments on all tools necessary to perform their job function effectively
    • Collaborate and engage with key stakeholders across all functions for process enhancement design and adoption

You may be a fit for this role if:

    • You have a minimum of 3 years experience building out systems and tools at a high growth company for a Client Experience or Client Services team
    • You have at least 3 years of experience supporting teams that communicate via different channels including chat, text, telephone, email and video conference. 
    • You have 2 years of experience building workflows in Salesforce.
    • You have at least 1 year of experience leading people.
    • You have at least 2 years of experience using Looker and JIRA.
    • You have the ability to effectively prioritize multiple projects. 

Although not a requirement, bonus points if:

    • You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. 🙂

About Anchorage Digital – People: Who we areThe Anchorage Village, what we call our team, brings together the brightest minds from platform security, financial services, and distributed ledger technology to provide the building blocks that empower institutions to safely participate in  the evolving digital asset ecosystem. As  a diverse team of more than 300 members, we are united in one common goal: building the future of finance by providing the foundation upon which value moves safely in the new global economy. Anchorage Digital is committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported and connected at work—regardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives. Anchorage Digital is an Equal Opportunity Employer. We do not discriminate against qualified applicants or employees on the basis of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by federal, state, or local law, rule, or regulation.