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!

Team

The Kraken Client Engagement (CE) team is rapidly expanding as we continue to hire world-class talent across our organization. With a global team of dedicated agents supporting our clients around the clock, we’re actively scaling our team of Client Engagement Specialists to help facilitate this growth. As an Account Security CE Specialist, you will be working with a high-performance team with the best reputation for security in the industry. With a good understanding of the crypto space, security, common attack vectors within the industry, and best practices to secure accounts, your role at Kraken will play an important part in our success through delivering world class service and creating Kraken Evangelists. Put simply, the CE team is a differentiator for Kraken amongst our competitors in the industry when it comes to protecting clients assets. Support delivered by CE stands out as one of the many reasons our clients love Kraken and provide excellent ratings and reviews. That said, we are not resting on our laurels and are constantly striving to improve and innovate our service delivery and support functions. 

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

Expectations

Guidance will be provided in terms of the Key Performance Indicators (KPIs) for your specific role on the team. Expectations are that following an initial period of time spent ramping up your knowledge and proficiency, that you will be able to achieve the goals and KPIs set out for you by your Supervisor. As an Account Security CE Specialist, you will receive regular feedback and performance evaluations in terms of how you’ve met the expectations for your role in service delivery. Long term, there are opportunities to take on additional responsibilities as you demonstrate your ability to consistently deliver according to the expectations of the role. From the position of CE Specialist, a typical progression path could include deeper specialization as a subject matter lead, mentor, team lead, or supervisor. From time to time, there may also be opportunities to join other service groups or specializations and potentially different teams outside of the CE organization at Kraken.

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 call screen with our Talent Acquisition team (45 minutes)

-Interview with the team (60 minutes)

Responsibilities

• Be part of a team of Account Security CE Specialists in delivering a 6-Star experience that results in cultivating Kraken Evangelists.
• Stay vigilant, ensuring that security is at the forefront in all aspects of your work.
• Primarily utilizing email to respond to client requests daily regarding issues accessing their Kraken accounts, security concerns or general troubleshooting.
• Strive to make your work as efficient as possible by improving or creating processes, automating as much of your work as possible.
• Meet Service Level Agreements (SLA) while utilizing Key Performance Indicators (KPI).
• Be diligent in attending training sessions and keeping up with the knowledge building about the industry, and our robust product and service offerings.
• Advance our platform and improve servicing by learning the product inside out to best represent our client’s needs to the relevant teams.

Requirements

• This is a fully remote role requiring English fluency.
• Security and privacy focused.
• You must be willing to work evenings and weekends (rotationally).
• Motivated by Kraken’s mission and creating a seamless support experience for our global client base.
• Crypto trading experience, preferably on multiple platforms.
• Fantastic communication skills in order to operate globally across multiple departments and stakeholders.
• Ability to multi-task and to handle high volumes of requests, all while creating a 6-Star experience for our clients.
• Experience working within a metrics-driven environment is a must.
• Able to make quick decisions autonomously.
• High attention to detail.
• Prior relevant experience in financial services, crypto, technology, and/or customer support.
• Excellent computer literacy and ability to learn and navigate new software using multiple platforms.
• Experience with compliance, fraud, account access, trust and safety, or other relevant operational domains is a strong asset.

Nice to Haves

• Fluency in one of the following languages: Spanish, French, Portuguese, Italian, German, Russian, Turkish, Chinese, Japanese

Location Tagging: #US #CANADA #LI-Remote 

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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