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
šPrimarily utilizing email (live chat and phone support may also be requires at times) to respond to between 50 to 150+ client requests regarding payments and other general questions on a daily basis šMeet Service Level Agreements (SLA) & Quality Assurance (QA) standards šUtilize Key Performance Indicators (KPI) šLiaise with our partner banks and payment providers to ensure that clientsā transactions are processed in a timely manner šMonitor technical issues šStrive to make your teamās work as efficient as possible by improving or creating processes, automating as much of your work as possible
The Skills you should HODL
This is a fully remote role requiring English fluency šSecurity and privacy focused šYou must be willing to work 15:00 - 3:00 am UTC weekends (rotationally) šPast experience in payment processing is preferred šHigh output - metrics based experience is a plus šAble to make quick decisions autonomously šPassionate about clients and their overall experience šExcellent computer literacy and ability to learn and navigate new software using multiple platforms. šMust be able to use excel and execute simple scripts. šDetail oriented šCrypto trading experience, preferably on multiple platforms šFantastic communication skills in order to operate globally across multiple departments and stakeholders šPrior relevant experience in financial services, crypto, technology, and/or customer support