Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • As a Client Engagement Specialist at Kraken, you will be at the forefront of building the future of cryptocurrency by delivering an exceptional, 6-star client experience to new users during their critical initial journey with our platform.
- • You will play an integral role within a high-performing, global, and round-the-clock team, renowned for its unwavering commitment to client care and industry-leading security standards.
- • Your primary objective will be to ensure every new client feels thoroughly supported and empowered from the very first interaction, fostering strong, lasting connections and proactively removing any potential obstacles to their success.
- • This is a fully remote position, demanding fluency in English and a willingness to work flexible hours, including evenings and weekends, to provide continuous support.
- • Your responsibilities will encompass managing the end-to-end client onboarding and verification processes, which includes meticulously reviewing and validating Know Your Customer (KYC) documentation using specialized tools like Admin and Zendesk.
- • You will also be the first point of contact for clients experiencing funding-related inquiries and general support needs, expertly handling these through email and live chat channels.
- • A key part of your role involves the thorough review, verification, and validation of client-submitted documents, ensuring they meet stringent accuracy, validity, and compliance requirements set by both regulatory bodies and Kraken's internal policies.
- • You will actively participate in remediation initiatives, guiding existing clients through the necessary steps for document resubmission and re-verification, ensuring a smooth and compliant process.
- • A critical aspect of your work will be the identification and prompt escalation of any potential risks, suspicious documentation, or fraudulent activities to the relevant compliance, fraud, and risk management teams, safeguarding Kraken and its users.
- • You will address a wide range of client inquiries concerning application status, account upgrades, and specific verification requirements, maintaining clear, concise, and timely communication to manage expectations and provide solutions.
- • You will assist clients with their fiat funding and withdrawal processes, ensuring that all transactions are executed smoothly, securely, and in strict adherence to internal controls and regulatory guidelines.
- • Beyond specific verification tasks, you will manage general account inquiries, providing accurate and comprehensive information, and offering proactive assistance to significantly enhance overall client satisfaction and retention.
- • You will be responsible for communicating relevant marketing initiatives and promotional offers that are applicable to the client's specific region, ensuring alignment with Kraken's brand guidelines and strategic objectives.
- • Maintaining the integrity and confidentiality of client information is paramount; you will diligently update and maintain accurate client data in accordance with established data privacy and security standards.
- • A fundamental requirement of this role is strict adherence to Kraken's Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) policies and procedures, ensuring all actions contribute to a secure and compliant ecosystem.
- • You must ensure that all your work consistently complies with Kraken's robust Quality Assurance and Risk Management frameworks, upholding the highest standards of operational excellence.
- • The overarching goal is to consistently deliver a 6-star client experience in every single interaction, characterized by professionalism, genuine empathy, and remarkable efficiency.
- • You will follow established verification and operational procedures meticulously, ensuring process consistency, compliance, and a high-quality client journey.
- • Collaboration is key; you will work closely with various cross-functional teams to achieve departmental and broader organizational business objectives, contributing to Kraken's overall success.
- • You will actively leverage client feedback and operational insights to drive continuous improvement across all onboarding, verification, and client support workflows, fostering a culture of innovation and enhancement.
- • This role is a fixed-term contract for a duration of 6 months, offering a unique opportunity to contribute to a leading cryptocurrency exchange during a dynamic period.
- • By joining Kraken, you become part of a mission-focused company rooted in crypto values, dedicated to accelerating the global adoption of crypto and empowering individuals with financial freedom and inclusion.
- • You will be part of an industry pioneer that develops premium crypto products for a diverse range of users, from experienced traders and institutions to newcomers entering the space.
- • Kraken is committed to setting industry-leading standards in security, crypto education, and world-class client support through its innovative products like Kraken Pro, Desktop, Wallet, and Kraken Futures.
- • As a fully remote company with Krakenites in over 70 countries, you'll be part of a diverse, global team united by a passion for crypto and a desire to build the future of the industry.
🎯 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.
- • Proven understanding of client satisfaction (CSAT) drivers, dissatisfaction factors, and Net Promoter Score (NPS) metrics.
- • Exceptional attention to detail and commitment to maintaining workflow accuracy and process adherence.
- • 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.
🏖️ Benefits
- • Fully remote work environment, allowing flexibility and work-life balance.
- • Opportunity to work within the rapidly growing and innovative cryptocurrency industry.
- • Contribute to a mission-driven company focused on financial inclusion and freedom.
- • Gain experience with cutting-edge crypto products and services.
- • Be part of a diverse, global team with a strong crypto ethos.
Skills & Technologies
REST
Remote
About Kraken
Kraken is a global cryptocurrency exchange established in 2011, offering spot and futures trading for Bitcoin, Ethereum and 200+ digital assets. Headquartered in San Francisco with entities worldwide, it serves retail and institutional clients, providing custody, staking, an NFT marketplace and OTC desk. The platform emphasizes security, regulatory compliance and educational resources.
