Kraken is hiring a

Crypto Funding Support Specialist - Fixed Term

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.

What makes us different?

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.

Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.

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!

Proof of work

The team

The Trading Exp team boasts an impressive roster of skills in the field of crypto funding infrastructure within an exchange. It is absolutely essential that our clients have a seamless cryptocurrency deposit and withdrawal experience, and that wouldn’t be possible without our Crypto Funding Specialists. We make certain that our clients get the most out of our crypto and staking offerings. Our team is constantly adapting to changes in processes, regulations, and developing technologies in the crypto world. Members of our team are talented individuals, who combine their crypto passion with a deep understanding of cryptocurrency funding flows ensuring client satisfaction.

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

Our Trading Exp support team handles inquiries from clients using our pro web, pro app, consumer app, consumer web, crypto deposits and withdrawals and Kraken desktop applications. Anything related to trading falls in our wheelhouse and we’ve recently cross trained in crypto deposit/withdrawal as well.

You will work closely with clients from all walks of life and potentially other internal departments such as product, compliance, engineering or other support teams to solve clients’ technical issues, while providing the excellent customer service our clients expect from Kraken.

The opportunity

• Answer clients’ Cryptocurrency transactions, Staking and various other Crypto related products on a daily basis questions via text and live support channels (Zendesk/Email/possibly Telegram).

• Provide testing and feedback for new features before they are released to clients.

• Assist in the management of our Consumer/Trading/Kraken Desktop support team (QA for other specialists, possibly improving training materials, updating confluence articles etc.).

• Monitor technical issues and liaise with our funding engineers to ensure that client transactions are processed quickly.

• Meet Service Level Agreements (SLA) and utilize Key Performance Indicators (KPI)

• Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible.

• Potentially monitor crypto funding activity looking for fraudulent actions.
  

Skills you should HODL

• Fluent in English

• Knowledge and experience using our Kraken Pro platform

• Knowledge of trading, charting, understanding of leveraged trading (Future/Margin or preferably both)

• Client support experience

• Good math skills

• Fast learner, able to adapt to change - our products are always changing

• Available to work evenings and weekends

Nice to haves

• Experience with other platforms like Coinbase, Binance, OKEX, Bitmex, Bybit, Deribit etc.

• Experience with Google Sheets and Google Script.

• Experience with our or other similar platforms API

• Security and privacy focused, ability to read Blockchain Documentation

• Technical understanding of how most major cryptocurrencies function

• Speaks French, German and/or Spanish (in addition to English)

• Other data analytic skills/experience
  

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

Interested so far? Here’s how the hiring process will look:

• Pre-screen assessment - around crypto and customer support (to be completed in 72 hours)

• Screening call with our Talent Acquisition team (30 minutes)

• Interview with the team (60 minutes)

• Final interview with the manager/director (60 minutes)

This job is accepting ongoing applications and there is no application deadline.

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.

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable 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 knowledgable about crypto!

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s 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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