About the company
Kraken, the trusted and secure digital asset exchange, is on a mission to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Our 2,350+ Krakenites are a world-class team ranging from the crypto-curious to industry experts, united by our desire to discover and unlock the potential of crypto and blockchain technology. As a fully remote company, we already have Krakenites in 70+ countries (speaking 50+ languages). We're one of the most diverse organizations on the planet and this remains key to our values. We continue to lead the industry with new product advancements like Kraken NFT, on- and off-chain staking and instant bitcoin transfers via the Lightning Network.
Job Summary
The Opportunity
📍Work on client’s 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 Client’s enquiries regarding their applications or to upgrade to a higher tier 📍Update Client’s information upon request 📍Comply to Kraken’s Anti-Money Laundering policies and procedures 📍Ensure that work is compliant to Kraken’s 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
Skills you should HODL
📍Minimum of 2 years experience in customer 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
