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About Kraken
As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide - our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.
Team
The Kraken Client Engagement (CE) 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 Specialists to help facilitate this growth.
As a CE Specialist, you will be working with a high-performance team across different support groups (verifications, funding, trading, livechat, account access) in delivering a 6-Star client experience. With the training and experience you will gain, you will play an instrumental role in ensuring our clients receive the best possible experience when engaging with Kraken Support.
With a good understanding of the crypto space, a solid degree of technical fluency, and a passion for teamwork, 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 a fully remote role requiring English fluency. You must be willing to work evenings and weekends (rotationally).
Expectations
Guidance will be provided in terms of the Key Performance Indicators (KPIs) for your specific role on the team. Expectations are that following an initial period of time spent ramping up your knowledge and proficiency, that you will be able to achieve the goals and KPIs set out for you by your Supervisor.
As a CE Specialist, you will receive regular feedback and performance evaluations in terms of how you’ve met the expectations for your role in service delivery.
Longer term, there are opportunities to take on additional responsibilities as you demonstrate your ability to consistently deliver according to the expectations of the role. From the position of CE Specialist, a typical progression path could include deeper specialization as a subject matter lead, mentor, team lead, or supervisor.
From time to time, there may also be opportunities to join other service groups or specializations and potentially different teams outside of the CE organization at Kraken.
Interested so far? Here's how the hiring process will look:
-Pre-screen assessment - around crypto and customer support (to be completed in 72 hours)
-Video call screen with our Talent Acquisition team (45 minutes)
-Interview with the team (60 minutes)
Responsibilities
Requirements
Nice to Haves
Location Tagging: #US #CANADA #LI-Remote #LI-GW1
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.
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