Client Engagement Specialist - Remote Role at Kraken

About the Role

Join Kraken as a Client Engagement Specialist in this fully remote role. As a Client Engagement Specialist, you will play a crucial role in delivering a world-class, 6-star experience to new clients during their early journey with Kraken. Your mission will be to ensure every client feels supported from day one, contributing to Kraken's goal of accelerating the global adoption of crypto.

What You'll Do

• Manage client onboarding and verification activities, including reviewing and validating KYC documentation through tools like Admin and Zendesk.
• Handle funding and general client inquiries via email and live chat, ensuring clear and timely communication.
• Support remediation initiatives by guiding existing clients through document resubmission and re-verification processes.
• Identify and escalate potential risks or suspicious documentation to compliance and risk management teams.
• Assist clients with fiat funding and withdrawal processes, ensuring compliance with internal controls.
• 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.
• Deliver a 6-star client experience in every interaction, ensuring professionalism, empathy, and efficiency.

Requirements

• 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.
• Exceptional attention to detail and commitment to maintaining workflow accuracy.
• Professional communication skills, including proper email etiquette.
• Willingness to work on a 24/7 rotating schedule, including weekends and holidays.
• Excellent verbal and written English communication skills.

Nice to Have

• Experience with CRM software such as ZenDesk or Salesforce.
• Global Shared Services experience strongly preferred.
• Fluency in additional languages such as French, Portuguese, or German.

What We Offer

• Competitive salary and benefits package.
• Fully remote work environment with flexible hours.
• Opportunity to work with a diverse team of crypto experts.
• Continuous learning and professional development opportunities.
• Access to premium crypto products and services.