We're seeking passionate, security-first client experience wizards who are absolutely pumped about digital assets! Our mission to spread cryptocurrency throughout the world depends heavily on the Phone Support team, which is made up of intelligent, engaging people who have a passion for lending a hand to others. In addition to their intelligence, they are watchful and aware of how the crypto world is constantly evolving.
The Opportunity
Build on 12+ years of our mission, and join forces with many of the most talented crypto experts in the world
Participate in rigorous training sessions spanning diverse topics, embracing a growth-oriented mindset for continuous learning about the industry, our extensive product line, and service offerings
You will have the pleasure of ensuring that new clients are provided with a world class service within their early life with Kraken
Review, validate, and verify all KYC documents submitted by clients
Flag suspicious documents and escalate to the relevant team
Respond to client enquiries
Update client information upon request
Comply with Kraken’s Anti-Money Laundering policies and procedures
Ensure that work is compliant to Kraken’s Quality and Risk guidelines
Follow process guidelines in verifying each client
Work with the team to meet the business objectives
Leverage feedback for continuous improvement to the client onboarding process
Leverage your crypto knowledge to tackle intricate challenges within a dynamic environment
Engage in regular one-on-one video sessions and coaching with your Team Lead
Take care of your health through the various benefits available via our dedicated team.
Equipment will be provided
Skills
Minimum of 2 years experience in client service or business support role in a global shared services setting
Strong cryptocurrency knowledge and passion
Deep understanding of client satisfaction, dissatisfaction and NPS metrics
Intellectually agile; able to grasp new concepts, ideas and changes to processes
Ability to explain resolution and step by step processes to clients or internal co-workers when necessary
Strong attention to workflow processes and details
Proper business email etiquette with expertise in building and maintaining strong relationships with clients
A high degree of personal organization and good time management
Innovative thinking and creative problem-solving
Highly developed interpersonal skills at all levels to achieve collaborative outcomes
Deep orientation in data privacy and security
Well-developed presentation skills and confident demeanor
Strong verbal and written English communication skills
Willing to work on a 24/7 rotating shifts, including holidays and weekends, and have Rest Days on week days
No attendance or schedule adherence issues
Nice to Haves
Experience with CRM software such as ZenDesk or Salesforce
Global Shared Services experience strongly preferred
Experience working in a financial account or any organization with high attention to risk compliance
Fluency in the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
Interested so far? Here’s how the hiring process will be:
Pre-screen assessment - about crypto and client support (to be completed in 72 hours)
Video call with our Talent Acquisition team (30 minutes)
Interview with the Client Engagement team (60 minutes)
Final interview with Client Engagement team managers/directors (60 minutes)