Client Engagement Specialist, CXF - Fixed Term

Overview

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.

The Opportunity

You will play a key role in delivering a world-class, 6-star experience to new clients during their early journey with Kraken. As part of a high-performing, round-the-clock team renowned for its commitment to client care and industry-leading security, you’ll ensure every client feels supported from day one. This role is essential in building strong client connections and proactively removing any barriers to their success. This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.

Responsibilities

• Manage client onboarding and verification activities, including the review and validation of KYC documentation through dedicated tools such as Admin and Zendesk, as well as handling Funding and general client inquiries via email and live chat.
• Review, verify, and validate client-submitted documents to ensure accuracy, validity, and compliance with regulatory and internal standards.
• Support remediation initiatives by guiding existing clients through document resubmission and re-verification processes.
• Identify and escalate potential risks or suspicious documentation to the appropriate compliance, fraud and risk management teams.
• Address client inquiries related to application status, account upgrades, verification requirements, ensuring clear and timely communication.
• Assist clients with fiat funding and withdrawal processes, ensuring transactions are completed smoothly and in compliance with internal controls.
• Manage general account inquiries, providing accurate information and proactive assistance to enhance client satisfaction.
• Communicate relevant marketing initiatives and promotional offers applicable to the client’s region in alignment with Kraken’s guidelines.
• Update and maintain accurate client information in line with data integrity and confidentiality standards.
• Adhere to Kraken’s Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) policies and procedures.
• Ensure all work complies with Kraken’s Quality Assurance and Risk Management frameworks.
• Deliver a 6-star client experience in every interaction, ensuring professionalism, empathy, and efficiency.
• Follow established verification and operational procedures to maintain process consistency and compliance.
• Collaborate cross-functionally to achieve departmental and organizational business objectives.
• Leverage client and operational feedback to drive continuous improvement across onboarding, verification, and support workflows.

Qualifications

• Minimum of 2 years of experience in a customer service or business support role within a global shared services environment.
• Strong knowledge and passion for cryptocurrency, and the digital asset industry.
• Proven understanding of client satisfaction (CSAT) drivers, dissatisfaction factors, and Net Promoter Score (NPS) metrics.
• Intellectually agile, with the ability to quickly grasp new concepts, systems, and process changes.
• Skilled in explaining complex procedures or resolutions clearly and effectively to both clients and internal stakeholders.
• Exceptional attention to detail and commitment to maintaining workflow accuracy and process adherence.
• Professional business communication skills, including proper email etiquette and relationship management with clients.
• Highly organized with excellent time management and the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated innovative thinking and creative problem-solving capabilities.
• Strong interpersonal and collaboration skills, with the ability to engage effectively at all levels across teams and functions.
• Deep commitment to data privacy, information security, and adherence to compliance standards.
• Well-developed presentation skills and a confident, professional demeanor.
• Excellent verbal and written English communication skills.
• Willingness to work on a 24/7 rotating schedule, including weekends and holidays, with rest days on weekdays.
• Consistent attendance and schedule adherence, maintaining reliability and accountability in performance.

Nice to Have

• 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.

This role offers a fixed term contract for the duration of 6 months.

Hiring Process

• Pre-screen assessment - around crypto and customer support (to be completed in 72 hours).
• Screening call with our Talent Acquisition team (30 minutes).
• Interview with the team (60 minutes).
• Final interview with the manager/director (60 minutes).

Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis. 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 knowledgeable about crypto! As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind.