Summary

• This is a fully remote role requiring English fluency, based in Mexico
• You must be willing to work evenings and weekends

We're seeking passionate, security-first client experience wizards who are absolutely pumped about digital assets! 

Imagine this: You're part of a dynamic, top-tier team of client experience all-stars, working full-time from home. But here's the kicker: Our mission is what fuels our fire! We're talking about an unwavering commitment to making the crypto universe a better place for each Kraken client by providing a 6 star client experience on each interaction!

The Opportunity

• Build on 12+ years of our mission, and join forces with many of the most talented crypto experts in the world
• Take care of your health through the various benefits available via our dedicated team. 
• Work on clients 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 Clients enquiries regarding their applications or to upgrade to a higher tier
• Update Clients information upon request
• Comply to Krakens Anti-Money Laundering policies and procedures
• Ensure that work is compliant to Krakens Quality and Risk guidelines
• Provide 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 week days
• 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? Heres 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)

Skills

• Attention to Detail
• Client Servicing
• Communications Skills
• Problem Solving