[Hiring] Live Support Specialist at Kraken
Date PostedJanuary 15, 2024
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, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission.
As a fully remote company, we have Krakenites in 60+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Proof of Work
By combining in-depth crypto knowledge, a passion for the industry, and a strong technical background, our Live Support team plays a strong role in our success and ability to deliver world class support. The Live Support team is critical in our mission of bringing crypto to every corner of the world, and is full of bright, charismatic individuals with a knack for helping others. Not only are they bright, but also vigilant and in-touch with the ever changing crypto world.
Our Live Support team is incredibly adaptable, adjusting workflows and processes in matters of minutes to accommodate our clients’ requests and ensure that their Kraken experience is something to remember. In many cases, the Live Support team is the first point of contact for our clients, and it is our duty to leave a fantastic impression, while making sure inquiries are handled directly or escalated to the appropriate specialists.
This is a fully remote role requiring fluent English and Dutch, based in EMEA. You must be willing to work evenings and weekends.
We’re seeking passionate, security-first client experience wizards who are absolutely pumped about digital assets!
Imagine this: You’re part of a dynamic, top-tier team of client experience all-stars, working full-time and remotely. But here’s the kicker: Our mission is what fuels our fire! We’re talking about an unwavering commitment to making the crypto universe a better place for each Kraken client by providing a 6 star client experience on each interaction!
Client Interaction: Handle frontline client interactions through phone support and chat, prioritizing swift issue resolution and exceptional client care
Comprehensive Training: Participate in rigorous training sessions spanning diverse topics, embracing a growth-oriented mindset for continuous learning about the industry, our extensive product line, and service offerings
Performance Excellence: Attain performance targets established by your Team Lead/Supervisor, aligning with Kraken’s overarching objectives
Crypto Market Expertise: Leverage your crypto market knowledge to tackle intricate challenges within a dynamic environment
Ongoing Support: Engage in regular one-on-one video sessions and coaching with your Team Lead
Skills you should HODL
Security and Privacy Focus: Prioritize security and privacy for Kraken and our clients
Mission-Driven: Motivated by Kraken’s mission and driven to create a seamless support experience for our diverse global client base
Flexibility: This is a full-time, 100% remote role, with various schedules and weekends required
Language Proficiency: Fluent in English and Dutch, other languages are an advantage
Crypto Proficiency: Possess a deep understanding of the digital asset industry and a strong knowledge of cryptocurrencies and trading
Client Support Experience: Minimum of 1 year of experience in providing phone support, email, and/or instant messaging support to clients
Effective Communication: Excellent communication skills
Adaptability: Ability to thrive in a fast-paced environment
Interested so far? Here’s how the hiring process will look:
Pre-screen assessment – around crypto and client support (to be completed in 72 hours)
Video screen with our Talent Acquisition team (30 minutes)
Interview with the team (60 minutes)
Final interview with team managers/directors (60 minutes)
Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don’t fully meet the listed requirements, especially if you’re passionate or knowledgable about crypto!
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.