Client Experience Specialist | Fixed-term

Building the Future of Open Finance

Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system.

Before you apply, we encourage you to explore our culture page to understand what drives us and how we work.

The team

Founded in 2011, Kraken is one of the world's longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients.

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, and that any barriers to their success are proactively removed.

This role offers a fixed term contract, for the duration of 6 months.

The opportunity

• 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

What you bring

• 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. This can be within retail, hospitality, or a customer service center

• 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.

Nice to haves

• Experience working on AML (Anti Money Laundering) or KYC (Know Your Customer) processes, such as document verification, risk assessment, or compliance monitoring

• Experience with CRM software such as ZenDesk or Salesforce

• Global Shared Services experience strongly preferred

• Fluency in the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean.

Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.

Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.

We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Our commitment

Payward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto.

We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside experience and interviews, and are not the sole basis for any employment decision.

As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind, whether based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.

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