Client Engagement Specialist
Kraken
Client Engagement Specialist
Kraken
Global cryptocurrency exchange with high liquidity
Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system.
Founded in 2011, Kraken is one of the world’s longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients.
The Voice team is Client Engagement’s premium support channel for high-value clients, providing voice support through the Kraken apps. We deliver exceptional white-glove service that is fast, clear, and trustworthy, earning loyalty through the Voice “friend experience” and shaping each client’s journey into a 6-Star experience.
Join a fast-paced frontline team and shape Kraken client journeys. This is a tremendous growth path for an ambitious specialist with a strong performance record and growth mindset. This is an opportunity for someone who wants to round out generalist customer service skills, elevate communication, and work up close with clients. You’ll assist clients and help grow the next generation of Kraken clients across multiple geographies through new products and services, an exciting, hands-on adventure with meaningful impact.
This role offers a fixed-term contract, for the duration of 6 months.
Answer inbound Voice calls with friendly, professional service, drive quick, accurate resolutions
Clarify client goals, provide education on Kraken products and services, and guide funding, trading, and other account activities
Test new products and features to develop expertise that resolves issues end-to-end and responsibly position products where they fit
Build client relationships, identify growth opportunities and connect clients with Kraken products that meet their needs.
Achieve goals with your manager, contribute to team discussions and 1:1s, and help improve the client experience through feedback and growth projects.
2+ years of experience in a customer service or business support role where you’ve proven to be a pro at delivering a 5-star experience. This can be within retail, hospitality, or a customer service center
You must be willing to work shifts on a 24/7 rotating schedule, including evenings and weekends
Exceptional attention to detail, with strong workflow accuracy and process adherence
Highly organized, with excellent time management across multiple priorities in a fast-paced environment
Fluency in both English and Spanish at native-like level; proficiency in Portuguese is a plus
Quick to grasp new concepts, systems, and process changes, and skilled at explaining complex procedures clearly to clients and internal stakeholders
A foundational understanding of how crypto trading works, with the eagerness to deepen that knowledge as Kraken’s product suite grows.
Comfortable with Zendesk and knowledge bases; able to multitask with poise
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.
We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Payward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto.
We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside experience and interviews, and are not the sole basis for any employment decision.
As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind, whether 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.
Stay connected
Kraken is a cryptocurrency exchange that lets people buy, sell, and trade digital assets. It runs a global market where users can place orders to trade various crypto pairs, and the platform matches buyers and sellers to complete transactions. Transactions are processed with high liquidity for fast execution, and users can use advanced charting tools and indicators to analyze prices. Fees are competitive and can be very low, which helps traders keep more of their returns. Kraken emphasizes security with multiple protections to safeguard funds, and it offers around-the-clock support for users worldwide. The company serves individuals as well as institutional traders, and it continually adds new trading pairs to expand its offerings. Its goal is to provide a reliable, low-cost, high-liquidity market where people can access a wide range of digital assets securely and with helpful support.
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