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Client Experience Specialist | Fixed-term

Kraken· Client Services
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RemoteTemporaryPosted 1mo ago

About the role

Role focused on delivering a world-class client experience during the onboarding journey and throughout early Kraken engagement, for a fixed-term contract of 6 months.

Responsibilities

  • Manage client onboarding and verification, including KYC document review and validation, as well as 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
  • Address client questions on application status, account upgrades, and verification requirements with clear, timely communication
  • Assist clients with fiat funding and withdrawals, ensuring smooth, compliant transactions
  • Communicate relevant marketing initiatives and regional promotions in line with Kraken's guidelines
  • Maintain accurate client information and adhere to AML/CTF policies and QA/Risk Management frameworks
  • Collaborate cross-functionally, using client and operational feedback to continuously improve onboarding and support workflows

Qualifications

  • 2+ years of experience in a customer service or business support role where you have proven to be a pro at delivering a 5 star experience
  • You must be willing to work shifts on a 24/7 rotating schedule, including evenings and weekends
  • Strong knowledge of and passion for cryptocurrency and the digital asset industry
  • Understanding of CSAT drivers, dissatisfaction factors, and NPS metrics
  • Quick to grasp new concepts, systems, and process changes, and skilled at explaining complex procedures clearly to clients and internal stakeholders
  • Exceptional attention to detail, with strong workflow accuracy and process adherence
  • Highly organized, with excellent time management across multiple priorities in a fast paced environment
  • Strong interpersonal skills and a deep commitment to data privacy and compliance
  • This is a fully remote role requiring English fluency

Skills

Required:Customer serviceKYC/AML knowledgeCommunicationAttention to detailCryptocurrency/digital assets
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Kraken

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