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!

About the Role

 This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends. 

We’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payments operations. Our team is one of the best in the industry, and we’re looking for people who can make us better. Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.

Responsibilities

• Primarily utilizing e-mail (live chat and phone support may also be required at times) to respond to 20 to 150 client requests regarding payments and other general questions on a daily basis
• Meet Service Level Agreements (SLA)
• Utilize Key Performance Indicators (KPI)
• Liaise with our partner banks and payment providers to ensure that clients’ transactions are processed in a timely manner
• Monitor technical issues
• Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible.

Requirements

• Strong written English communication skills (other languages are helpful)
• Security and privacy focused
• Past experience in payment processing
• Ability to learn new software quickly
• High output -- metrics-based experience is good
• Able to make quick decisions autonomously
• Loves helping people
• Able to create excel formulas and execute simple scripts
• Technical background
• Detail oriented

Interested so far? Here's how the hiring process will look:

• Pre-screen assessment - around crypto and customer support (to be completed in 72 hours).
• Video screen with our Talent Acquisition team (45 minutes).
• Interview with the team (60 minutes).

Location Tagging: #US #EU #APAC #CANADA #LI-Remote #LI-RK1

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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