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 You Should HODL
- 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
If you love crypto, but you don't meet some of the requirements, apply anyway! We might consider you for either a permanent opportunity or an initial temporary assignment to help you grow your skills at Kraken.
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
