Job Description
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