Summary

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

We're only able to consider candidates based in either:

• Mexico
• Vietnam
• Philippines

The Client Engagement Account Security group is looking for multiple specialists to join the team. This is an entry level position in which you would start in the Account Access group. As an Account Security Specialist, you will effectively be acting as a gatekeeper, assisting clients in regaining access to their Kraken accounts and ensuring illicit actors are kept at bay. You will analyze information provided by clients and combine it with a thorough review of Admin logs to determine if we are in contact with the true account owner. An ideal candidate will have very strong attention to detail, critical thinking skills and a healthy level of paranoia. 

New specialists on the team would start out as a Level 1, where they would be expected to complete a thorough analysis of accounts, and then forward the ticket to senior specialists who would then take the required actions on the account. Level 1 is essentially our training ground with an estimated duration of 2 to 3 months. Once specialists level up to Level 2 and beyond, they will be granted permissions to take actions on accounts. As you level up in Account Access, you may expand into other areas of Account Security, such as Email Issues, Account Closures and Account Security - Investigations.

The Opportunity

• 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 clients needs to the relevant teams

The Skills you should HODL

• 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 Krakens 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
• Strong 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

• Fluent in one of the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
• Scheduling preference of working every weekend is ideal, but not required.

Interested so far? Heres how the hiring process will look:

• 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
• Risk Analysis