General Support Specialist (Temporary Contract)
Kraken
Building the Future of Crypto
Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different?
Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Proof of work
The team
The Kraken Client Engagement team’s mission is to drive a 6-star client experience by offering 24/7 comprehensive support on internal and external support requests. This team strives to provide fast and qualified replies that are needed by our fellow Krakenites, all while providing excellent support directly to clients.
This is a great opportunity for highly skilled and knowledgeable specialists to grow their responsibilities, and develop expertise across a broad range of experiences at Kraken.
You will be joining the Kraken Client Engagement team, working directly with both clients and colleagues to resolve crucial cases. This is a pivotal role on the CE team, where you will serve a critical duty, providing excellent support with plenty of room for growth.
You will be part of a team of high performing and solution-oriented Krakenites, and to succeed you should be passionate about building great client experiences, making fast and confident decisions and going above and beyond to help your colleagues as well as our clients. You should feel comfortable working under pressure, continuously finding and applying new information and procedures.
The opportunity
Working on high-paced & real-time requests, identifying the issue, understanding the scope and delivering the right answers or executing the correct procedures
Continually improve the client experience by providing a 6-star experience in every client's interaction
Participating in the continuous improvement of our collective workflow by identifying areas of improvement, providing suggestions and taking matters into your own hands when needed
Being diligent in attending training sessions and keeping up with the knowledge-building about the industry, our robust product, and service offerings
Identifying sudden changes that could impact our work and communicating them internally through the channels defined for this purpose
Utilizing knowledge of crypto to solve complex challenges in a dynamic environment
Engaging with clients through multiple channels (chat, email, social, etc.)
Skills you should HODL
1+ years of client services/client support experience through multiple channels (chat, email, social, etc)
Excellent written English communication skills
Ability to manage several tasks and requests concurrently
Creative problem solver and strategic thinker
Ability to improve operational efficiency and client experience
Reliable and quick, with the capacity to work under pressure to deliver timely results
Strong knowledge of the cryptocurrency industry and passion for crypto
Security and privacy focused, strong understanding of online security principles
Have flexibility in your working hours to define your shifts with your Team Leader and be willing to work weekends.
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Motivated by Kraken’s mission and creating an effortless support experience for our global client base
Nice to haves
Previous experience with Zendesk
Experience working across cross-functional teams and time-zones
Crypto trading experience, preferably on multiple platforms
Fluency in multiple languages
#LI-Remote #LI-JJ2
#APAC #LATAM
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!
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.
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