Client Engagement Specialist | Fixed-term

Kraken
Argentina, Peru, Colombia, Romania, Lithuania, Czech Republic, Hungary, Mexico, Chile, Bulgaria
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Customer-focused communication","Attention to detail","Workflow accuracy","Organizational skills","Data privacy mindset"]

Own client onboarding and verification for new and existing Kraken customers, handling KYC document review, funding and withdrawal questions, and onboarding inquiries via email and live chat. Guide remediation flows, resubmit/verify documents, and proactively identify and escalate risks or suspicious documentation. Communicate application status, account upgrades, and regional promotions while maintaining AML/CTF compliance and improving onboarding workflows using client and operational feedback.

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FursaFursa
Kraken
Kraken
6 days ago

Client Engagement Specialist | Fixed-term

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own client onboarding and verification for new and existing Kraken customers, handling KYC document review, funding and withdrawal questions, and onboarding inquiries via email and live chat. Guide remediation flows, resubmit/verify documents, and proactively identify and escalate risks or suspicious documentation. Communicate application status, account upgrades, and regional promotions while maintaining AML/CTF compliance and improving onboarding workflows using client and operational feedback.
Location: Argentina, Peru, Colombia, Romania, Lithuania, Czech Republic, Hungary, Mexico, Chile, Bulgaria
Workplace: Remote
Employment Type: Full time · 6 months
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Manage client onboarding and verification, including KYC document review/validation and handling funding and general inquiries via email and live chat.
  • •Guide existing clients through document resubmission and re-verification during remediation initiatives.
  • •Identify and escalate potential risks or suspicious documentation to the appropriate teams.
  • •Answer client questions on application status, account upgrades, and verification requirements with clear, timely communication.
  • •Assist with fiat funding and withdrawals and maintain accurate client information in line with AML/CTF and QA/Risk Management frameworks.

Key Requirements

  • •2+ years of experience in customer service or business support delivering a 5-star experience (e.g., retail, hospitality, or a customer service center).
  • •Ability to work shifts on a 24/7 rotating schedule, including evenings and weekends.
  • •Strong knowledge of and passion for cryptocurrency and digital assets.
  • •Understanding of CSAT drivers and dissatisfaction factors, including NPS metrics.
  • •High attention to detail and strong workflow accuracy while communicating complex procedures clearly to clients.
Experience:2+ yearsCustomer serviceCryptocurrencyDigital assets
Skills:Customer-focused communicationAttention to detailWorkflow accuracyOrganizational skillsData privacy mindset
Languages:EnglishFrenchPortugueseItalianGermanRussianTurkishChineseKorean
Tech Stack:ZenDeskSalesforce

Company Brief

Kraken
Kraken (Payward, Inc.) is a global cryptocurrency exchange and financial infrastructure provider offering spot and derivatives trading, staking, custody, tokenized assets and institutional services to retail and institutional clients.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2011
Glassdoor
Glassdoor: 4.2
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