Account Access Specialist - Philippines Based

over 2 years old

This job is no longer active

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!

Team

The Kraken Client Engagement team is rapidly expanding as we continue to hire world-class talent across our organization. With a global team of dedicated agents supporting our clients around the clock, we’re actively scaling our team of Client Engagement Verification Specialists to help facilitate this growth.

As an Account Security Specialist, you will be working with a high-performance team with the best reputation for security in the industry. With a good understanding of the crypto space, security, common attack vectors within the industry, and best practices to secure accounts, your role at Kraken will play an important part in our success through delivering world class service and creating Kraken Evangelists.

Put simply, the CE team is a differentiator for Kraken amongst our competitors in the industry. Support delivered by CE stands out as one of the many reasons our clients love Kraken and provide excellent ratings and reviews. That said, we are not resting on our laurels and are constantly striving to improve and innovate our service delivery and support functions.

This is an hourly paid role that is fully remote and requires English fluency

Responsibilities

Be part of a team of Account Security Specialists in delivering a 6-Star experience that results in cultivating Kraken Evangelists.

Stay vigilant, ensuring that security is at the forefront in all aspects of your work.

Keep up to date with common and emerging attack vectors within the industry.

Primarily utilizing email to respond to client requests daily regarding issues accessing their Kraken accounts, security concerns or general troubleshooting.

Strive to make your work as efficient as possible by improving or creating processes, automating as much of your work as possible.

Meet Service Level Agreements (SLA) while utilizing Key Performance Indicators (KPI).

Be diligent in attending training sessions and keeping up with the knowledge building about the industry, and our robust product and service offerings.

Advance our platform and improve servicing by learning the product inside out to best represent our client’s needs to the relevant teams.

Requirements

Security and privacy focused.

You must be willing to work evenings and weekends (rotationally).

Motivated by Kraken’s mission and creating a seamless support experience for our global client base.

Fantastic communication skills in order to operate globally across multiple departments and stakeholders

Ability to multi-task and to handle high volumes of requests, all while creating a 6-Star experience for our clients

Experience working within a metrics-driven environment is a must.

Able to make quick decisions autonomously.

Strong attention to detail.

Excellent computer literacy and ability to learn and navigate new software using multiple platforms.

Nice to Haves

Fluent in one of the following languages: Spanish, French, Portuguese, Italian, German, Russian, Turkish, Chinese, Japanese, Korean

Experience with compliance, fraud, account access, trust and safety, or other relevant operational domains is a very strong asset.

Crypto trading experience, preferably on multiple platforms.

Prior relevant experience in financial services, crypto, technology, and/or customer support.

Perks

We take a strong stance on providing a proper work-life balance, with the ability to work full-time remotely.

We offer a competitive compensation at $3 USD/hour and will provide all required equipment for the role, along with covering any travel expenses that may be required during your training. Training will include all necessary knowledge and skills you will need to excel in your role.

We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background.

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.