Client Engagement Specialist CXF

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.

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.

As a fully remote company, we have Krakenites in 70+ 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, Desktop, Wallet, and Kraken Futures.

Become a Krakenite and build the future of crypto!

You will play a key role in delivering a world-class, 6-star experience to new clients during their early journey with Kraken. As part of a high-performing, round-the-clock team renowned for its commitment to client care and industry-leading security, you’ll ensure every client feels supported from day one.

This role is essential in building strong client connections and proactively removing any barriers to their success.

This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.

• Manage client onboarding and verification activities, including the review and validation of KYC documentation through dedicated tools such as Admin and Zendesk, as well as handling Funding and general client inquiries via email and live chat.

• Review, verify, and validate client-submitted documents to ensure accuracy, validity, and compliance with regulatory and internal standards.

• Support remediation initiatives by guiding existing clients through document resubmission and re-verification processes.

• Identify and escalate potential risks or suspicious documentation to the appropriate compliance, fraud and risk management teams.

• Address client inquiries related to application status, account upgrades, verification requirements, ensuring clear and timely communication.

• Assist clients with fiat funding and withdrawal processes, ensuring transactions are completed smoothly and in compliance with internal controls.

• Manage general account inquiries, providing accurate information and proactive assistance to enhance client satisfaction.

• Communicate relevant marketing initiatives and promotional offers applicable to the client’s region in alignment with Kraken’s guidelines.

• 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 and procedures.

• Ensure all work complies with Kraken’s Quality Assurance and Risk Management frameworks.

• Deliver a 6-star client experience in every interaction, ensuring professionalism, empathy, and efficiency.

• Follow established verification and operational procedures to maintain process consistency and compliance.

• Collaborate cross-functionally to achieve departmental and organizational business objectives.

• Leverage client and operational feedback to drive continuous improvement across onboarding, verification, and support workflows.

• 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.

• Intellectually agile, with the ability to quickly grasp new concepts, systems, and process changes.

• Skilled in explaining complex procedures or resolutions clearly and effectively to both clients and internal stakeholders.

• Exceptional attention to detail and commitment to maintaining workflow accuracy and process adherence.

• Profes…