Client Engagement Verification Specialist - India Based

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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 Verification (CEV) 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 a CEV Specialist, you will be working with a high-performance team across different support groups 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 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. 

Responsibilities

  • Be part a team of CEV Specialists in delivering a 6-Star experience that results in Kraken Evangelists
  • Depending on the specific group you are working with, your daily duties will include processing client applications and responding to requests regarding trading, digital asset transfers and other general questions or troubleshooting activities
  • Strive to make your work as efficient as possible by improving or creating processes, automating as much of your work as possible
  • Meet or exceed KPIs in the service group for which you’re a part of in order to advance the client experience  
  • 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

  • This is a fully remote role requiring English fluency
  • 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
  • Security and privacy focused
  • 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 an asset
  • Able to make quick decisions autonomously
  • 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 Kraken’s API
  • Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains
  • 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. 

    Check out all our open roles at https://www.kraken.com/careers.  

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