Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • Join Kraken, a leading force in the cryptocurrency industry, and contribute to building the future of digital finance. As a mission-focused company deeply rooted in crypto values, Kraken is dedicated to accelerating the global adoption of crypto, empowering individuals with financial freedom and inclusion.
- • This is a unique opportunity to become a Voice Specialist on a fixed-term contract, playing a pivotal role in our premium, in-app voice service for Kraken's highest-value clients. You will be instrumental in delivering fast, clear, and trustworthy white-glove service, aiming to create a "6-Star journey" that deepens client connections with Kraken.
- • If you are energized by supporting, educating, and empowering top-tier clients, and are passionate about elevating the standard of customer service, this role is your platform to shine. You will join a fast-paced, frontline team that actively shapes the client experience and designs the journeys that define Kraken's premium service offering.
- • This position offers a powerful growth path for ambitious Specialists who demonstrate strong performance and possess a growth mindset. You will champion our existing high-achieving clients (currently achieving a 90% user score) and contribute to cultivating the next generation of engaged users across various regions and new product lines.
- • As a Voice Specialist, your primary responsibility will be to answer inbound Voice calls with exceptional friendliness and professionalism, driving quick and accurate resolutions to client inquiries.
- • You will actively listen to clients to clarify their goals, providing comprehensive education on Kraken's diverse range of products and services. This includes guiding them through funding processes, trading activities, and other essential account management tasks.
- • A key aspect of the role involves testing new products and features. This hands-on experience will enable you to develop deep expertise, allowing you to resolve issues end-to-end and responsibly position products where they best fit client needs.
- • You will act as a crucial advocate for an improved client experience by submitting detailed, thoughtful feedback to product and CX feedback channels. Your ongoing engagement will be vital in shaping client-centered outcomes at both the product and policy levels.
- • Taking ownership of your performance is paramount. You will continuously strive to optimize your efficiency and enhance your ability to add significant value to Kraken and its clients.
- • As part of a lean, agile team, you will be expected to assist email and chat support teams during periods of high volume (surges). This collaborative approach ensures seamless client support across all channels.
- • You will also participate in growth-focused special projects designed to enhance the overall client experience, contributing to Kraken's strategic initiatives.
- • This is a fully remote role, requiring fluency in English. Flexibility is key, as you must be willing to work evenings and weekends to accommodate our global client base.
- • Embrace the opportunity to be at the forefront of crypto innovation, providing a critical touchpoint for our most valued clients and directly impacting their journey with Kraken.
- • Your contributions will be visible and meaningful, helping to shape the future of client support in the rapidly evolving world of cryptocurrency.
- • This role is ideal for individuals who are motivated by Kraken's mission, security- and privacy-minded, and possess a genuine passion for the crypto space.
- • You will be empowered to make a difference, directly influencing client satisfaction and retention through exceptional service delivery.
- • The fixed-term nature of this contract (6 months) offers a focused and impactful period to contribute to a dynamic and growing company.
🎯 Requirements
- • 1+ years of phone support or comparable client-facing experience.
- • Strong communication and de-escalation skills, particularly in a high-volume environment.
- • Strong crypto trading literacy and a passion for continuous learning about the crypto space.
- • Outgoing and empathetic personality; a "people person" who thrives on helping others.
- • Fluency in English is required; proficiency in Spanish, French, German, or other languages is a plus.
- • Comfortable with using support tools like Zendesk and knowledge bases, with the ability to multitask effectively and maintain poise under pressure.
- • Flexibility to work rotational shifts, including evenings and weekends.
🏖️ Benefits
- • Fully remote work environment, allowing for flexibility and work-life balance.
- • Opportunity to work in the rapidly growing and innovative cryptocurrency industry.
- • Be part of a mission-driven company focused on financial freedom and inclusion.
- • Gain valuable experience in premium client support and crypto product knowledge.
- • Contribute to shaping client-centered outcomes and product development.
- • Potential for growth and development within a leading crypto exchange.
Skills & Technologies
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.
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