Summary

The Team

By combining in-depth crypto knowledge, a passion for the industry, and a strong technical background, our Live Support team plays a strong role in our success and ability to deliver world class support. The Live Support team is critical in our mission of bringing crypto to every corner of the world, and is full of bright, charismatic individuals with a knack for helping others. Not only are they bright, but also vigilant and in-touch with the ever changing crypto world. Our Live Support team is incredibly adaptable, adjusting workflows and processes in matters of minutes to accommodate our clients requests and ensure that their Kraken experience is something to remember. In many cases, the Live Support team is the first point of contact for our clients, and it is our duty to leave a fantastic impression, while making sure inquiries are handled directly or escalated to the appropriate specialists.

• This is a fully remote role requiring English fluency, based in Mexico
• Spanish and French fluency are a bonus
• 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

• Working at Kraken: Build on 12+ years of our mission, and join forces with many of the most talented crypto experts in the world 
• Client Interaction: Handle frontline client interactions through phone support and chat, prioritizing swift issue resolution and exceptional client care
• Comprehensive Training: Participate in rigorous training sessions spanning diverse topics, embracing a growth-oriented mindset for continuous learning about the industry, our extensive product line, and service offerings
• Performance Excellence: Attain performance targets established by your Team Lead/Supervisor, aligning with Krakens overarching objectives
• Crypto Expertise: Leverage your crypto knowledge to tackle intricate challenges within a dynamic environment
• Ongoing Support: Engage in regular one-on-one video sessions and coaching with your Team Lead
• Wellness: Take care of your health through the various benefits available via our dedicated team. 
• Equipment will be provided

Skills you should HODL

• Security and Privacy Focus: Prioritize security and privacy for Kraken and our clients
• Mission-Driven: Motivated by Kraken's mission and driven to create a seamless support experience for our diverse global client base
• Flexibility: This is a full-time, 100% remote role working from home with various schedules and weekends required, we offer a generous amount of paid vacation time
• Language Proficiency: Fluent in English and either Spanish or French
• Crypto Conviction: Possess a deep passion for, or understanding of the digital asset industry. Ideally you also have a strong knowledge of cryptocurrencies and trading
• Client Support Experience: Minimum of 1 year of experience in providing phone support, email, and/or instant-messaging support to clients
• Effective Communication: Excellent communication skills
• Adaptability: Ability to thrive in a fast-paced environment

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

• Client Servicing
• Communications Skills