Building the Future of Crypto Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. What makes us different? Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you'll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Become a Krakenite and build the future of crypto! Proof of Work The Team Our Client Onboarding team is a critical component in ensuring that our newest clients join the mighty Kraken with minimal friction. Members of the Client Onboarding team have fantastic interpersonal skills, and a knack for assisting crypto newcomers while also remaining vigilant. We are always security-focused and play a vital role in maintaining the secure integrity of Kraken. This is a fully remote role requiring English fluency, based in Chile, Uruguay, or Colombia You must be willing to work evenings and weekends This is a temporary 6-month contract We're seeking passionate, security-first client experience wizards who are absolutely pumped about digital assets! The Opportunity Build on 12+ years of our mission, and join forces with many of the most talented crypto experts in the world Work on client's KYC documents, using KYC applications and email tickets Review and verify the KYC documents submitted by the clients, to ensure documents are authentic and valid Validate the Proof of Residence submitted by the Clients Flag suspicious documents and escalate to the relevant team Respond to the Client's enquiries regarding their applications or to upgrade to a higher tier Update Client's information upon request Comply with Kraken's Anti-Money Laundering policies and procedures Ensure that work is compliant with Kraken's Quality and Risk guidelines Provide a 6-star experience to the Clients in every interaction Ensure that process guidelines are followed in verifying the 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 Equipment will be provided Skills you should HODL Minimum of 2 years of 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 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 Strong verbal and written English communication skills Willing to work on a 24/7 rotating shifts, including holidays and weekends Nice to Haves Experience with CRM software such as ZenDesk or Salesforce Global Shared Services experience strongly preferred Fluency in the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean Interested so far? Here's how the hiring process will be: Pre-screen assessment - about crypto and client support (to be completed in 72 hours) Video call with our Talent Acquisition team (30 minutes) Interview with the Client Engagement team (60 minutes) Final interview with Client Engagement team managers/directors (60 minutes)#LI-Remote #J-18808-Ljbffr
