Client Engagement Specialist, CXF - Fixed Term
Kraken, Poland, NY, United States
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, enabling everyone to achieve financial freedom and inclusion. For over a decade, Kraken’s focus on mission and crypto ethos has attracted the most talented experts in the world.
Role Overview As a fully remote team member, you will play a key role in delivering a world‑class, 6‑star experience to new clients during their early journey with Kraken. You will ensure every client feels supported from day one during onboarding, handling KYC verification, responding to inquiries, and maintaining compliance with regulatory standards.
Responsibilities
Manage client onboarding and verification activities, including review and validation of KYC documentation via Admin and Zendesk, and 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, and 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.
Skills You Should HODL
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 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 any of the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean.
Compensation This role offers a fixed‑term contract for the duration of six (6) months.
Hiring Process
Pre‑screen assessment – around crypto and customer support (to be completed within 72 hours).
Screening call with the Talent Acquisition team (30 minutes).
Interview with the team (60 minutes).
Final interview with the manager/director (60 minutes).
Equal Opportunity Statement 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. As an equal‑opportunity employer, we do not tolerate discrimination or harassment of any kind.
Candidate Privacy Notice Candidate Privacy Notice
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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, enabling everyone to achieve financial freedom and inclusion. For over a decade, Kraken’s focus on mission and crypto ethos has attracted the most talented experts in the world.
Role Overview As a fully remote team member, you will play a key role in delivering a world‑class, 6‑star experience to new clients during their early journey with Kraken. You will ensure every client feels supported from day one during onboarding, handling KYC verification, responding to inquiries, and maintaining compliance with regulatory standards.
Responsibilities
Manage client onboarding and verification activities, including review and validation of KYC documentation via Admin and Zendesk, and 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, and 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.
Skills You Should HODL
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 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 any of the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean.
Compensation This role offers a fixed‑term contract for the duration of six (6) months.
Hiring Process
Pre‑screen assessment – around crypto and customer support (to be completed within 72 hours).
Screening call with the Talent Acquisition team (30 minutes).
Interview with the team (60 minutes).
Final interview with the manager/director (60 minutes).
Equal Opportunity Statement 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. As an equal‑opportunity employer, we do not tolerate discrimination or harassment of any kind.
Candidate Privacy Notice Candidate Privacy Notice
#J-18808-Ljbffr