CE Specialist, Voice | Fixed-Term
Job description
A fixed-term, 6-month frontline client support role on Kraken's Voice team, providing white-glove voice support to high-value clients. The specialist answers inbound calls, educates clients on Kraken products, and helps resolve account, funding, and trading issues.
At a glance
- Employment
- Temporary
- Work mode
- Remote
- Languages
- English – native-like, Spanish – native-like, Portuguese
What you'll do
- Answer inbound Voice calls with friendly, professional service, drive quick, accurate resolutions
- Clarify client goals, provide education on Kraken products and services, and guide funding, trading, and other account activities
- Test new products and features to develop expertise that resolves issues end-to-end and responsibly position products where they fit
- Build client relationships, identify growth opportunities and connect clients with Kraken products that meet their needs
- Achieve goals with your manager, contribute to team discussions and 1:1s, and help improve the client experience through feedback and growth projects
What we're looking for
- 2+ years of experience in a customer service or business support role where you've proven to be a pro at delivering a 5-star experience. This can be within retail, hospitality, or a customer service center
- You must be willing to work shifts on a 24/7 rotating schedule, including evenings and weekends
- Exceptional attention to detail, with strong workflow accuracy and process adherence
- Highly organized, with excellent time management across multiple priorities in a fast-paced environment
- Fluency in both English and Spanish at native-like level
- Quick to grasp new concepts, systems, and process changes, and skilled at explaining complex procedures clearly to clients and internal stakeholders
- A foundational understanding of how crypto trading works, with the eagerness to deepen that knowledge as Kraken's product suite grows
- Comfortable with Zendesk and knowledge bases; able to multitask with poise
Nice to have
- Proficiency in Portuguese is a plus
Your team
The Voice team (Client Engagement)
Client Engagement's premium support channel for high-value clients, providing voice support through the Kraken apps, delivering white-glove service that is fast, clear, and trustworthy.
How to get hired
- 1We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process
Apply
Direct apply at Kraken
Opens the job posting at Kraken
About Kraken
Building the Future of Open Finance
Founded in 2011, Kraken is one of the world's longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients. Payward is the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks.
Mission
To advance an open, global financial system.
Key facts
- 2011
- Crypto / financial infrastructure
- Founded in 2011
- Trusted by over 10 million individuals and institutions across the globe
- Offers spot trading, margin, futures, staking, and OTC services
- Payward has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry
What they value
- We hire based on merit, seeking out people with the right abilities, knowledge, and skills for the job
- We celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table