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. For over a decade, Kraken's focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world. 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. Kraken is committed to industry-leading security , crypto education , and world-class client support through our products like Kraken Pro , Kraken NFT , and Kraken Futures . 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 greet each client with a smile and helping hand, always security-focused, playing a vital role in maintaining the secure integrity of Kraken. Acting as a gatekeeper, the Client Onboarding team comfortably escorts new users onto the platform while stopping nefarious actors in their tracks. We use our cutting-edge tools and situational awareness to identify where a client may experience difficulties and provide them with top-notch guidance so that they can begin their crypto journey with 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 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 weekdays No attendance or schedule adherence issues 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 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 #LI-JJ2 This job is accepting ongoing applications and there is no application deadline. 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. Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions, and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable 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! 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. Stay in the know #J-18808-Ljbffr
