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. While we greet each and every client with a smiling face and helping hand, we are always security-focused, and play 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. Client Onboarding Specialists are oftentimes the first point of contact for new users, which is why we take pride in being a friendly and approachable team that gets our clients started on the right foot.
- This is a fully remote role requiring English fluency, based in Brazil, 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!
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 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 to Kraken’s Anti-Money Laundering policies and procedures
- Ensure that work is compliant to Kraken’s 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? 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)
This job is accepting ongoing applications and there is no application deadline.
Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.
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 knowledgable about crypto!