Argentina•Peru•Colombia•Romania•Lithuania•Czech Republic•Hungary•Mexico•Chile•Bulgaria
Remote
Mid Level
Full Time
fixed-termremotecryptocurrency
Requirements
- •2+ years of experience in a customer service or business support role where you have proven to be a pro at delivering a 5 star experience
- •Willing to work shifts on a 24/7 rotating schedule, including evenings and weekends
- •Strong knowledge of and passion for cryptocurrency and the digital asset industry
- •Understanding of CSAT drivers, dissatisfaction factors, and NPS metrics
- •Quick to grasp new concepts, systems, and process changes, and skilled at explaining complex procedures clearly to clients and internal stakeholders
- •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
- •Strong interpersonal skills and a deep commitment to data privacy and compliance
- •English fluency
What You'll Do
- •Manage client onboarding and verification, including KYC document review and validation, as well as funding and general inquiries via email and live chat
- •Guide existing clients through document resubmission and re-verification during remediation initiatives
- •Identify and escalate potential risks or suspicious documentation to the appropriate teams
- •Address client questions on application status, account upgrades, and verification requirements with clear, timely communication
- •Assist clients with fiat funding and withdrawals, ensuring smooth, compliant transactions
- •Communicate relevant marketing initiatives and regional promotions in line with Kraken's guidelines
- •Maintain accurate client information and adhere to AML/CTF policies and QA/Risk Management frameworks
- •Collaborate cross-functionally, using client and operational feedback to continuously improve onboarding and support workflows
Nice to Have
- •Experience working on AML (Anti Money Laundering) or KYC (Know Your Customer) processes, such as document verification, risk assessment, or compliance monitoring
- •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
About Kraken
Kraken is a cryptocurrency exchange platform that provides parachain auctions, staking, and index services.
San Francisco, CA
1000 - 5000
Finance