The value proposition of decentralized finance was supposed to be a replacement for traditional finance: automating away the hundreds of manual roles that banks currently employ as part of their regulatory requirements and customer services.

Do you have a source that shows that a substantial percent of Kraken's headcount is customer service? They've tried recruiting me a handful of times, and each time they highlighted their voracious appetite for engineering talent (and corresponding rapid growth of their engineering teams).

As I said: Twitter was one of the largest social media networks on the planet, one that ran its own datacenters and independent ad business (along with moderation teams, service teams, etc.). I'm not particularly interested in defending a headcount of 7000 people; only that it makes far more sense to me than roughly half that number at a cryptocurrency firm.