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
📍Primarily 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 📍Meet Service Level Agreements (SLA) & Quality Assurance (QA) standards 📍Utilize Key Performance Indicators (KPI) 📍Liaise with our partner banks and payment providers to ensure that clients’ transactions are processed in a timely manner 📍Monitor technical issues 📍Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible
Skills you should HODL
📍This is a fully remote role requiring English fluency 📍Security and privacy focused 📍You must be willing to work 15:00 - 3:00 am UTC and weekends (rotationally) 📍Past experience in payment processing is preferred 📍High output - metrics based experience is a plus 📍Able to make quick decisions autonomously 📍Passionate about clients and their overall experience 📍Excellent computer literacy and ability to learn and navigate new software using multiple platforms. Must be able to use excel and execute simple scripts Detail oriented 📍Crypto trading experience, preferably on multiple platforms 📍Fantastic communication skills in order to operate globally across multiple departments and stakeholders 📍Prior relevant experience in financial services, crypto, technology, and/or customer support
Nice to Haves
📍Experience with CRM software such as ZenDesk or Salesforce 📍Fluency in the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
