Job Description


  • 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)

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