About the company
Kraken, the trusted and secure digital asset exchange, is on a mission to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Our 2,350+ Krakenites are a world-class team ranging from the crypto-curious to industry experts, united by our desire to discover and unlock the potential of crypto and blockchain technology. As a fully remote company, we already have Krakenites in 70+ countries (speaking 50+ languages). We're one of the most diverse organizations on the planet and this remains key to our values. We continue to lead the industry with new product advancements like Kraken NFT, on- and off-chain staking and instant bitcoin transfers via the Lightning Network.
Job Summary
The opportunity
📍Deliver a high-quality experience that balances low client friction with strong security protocols 📍Analyze cases and alerts to identify potential threats while minimizing false positives 📍Communicate with clients primarily through email, addressing account access, security concerns, and general troubleshooting 📍Stay current with procedural updates to effectively respond to evolving threats 📍Suggest and help implement workflow improvements for clarity and efficiency 📍Escalate overlapping or complex cases to appropriate teams such as Fraud, Compliance, Account Takeover, or Client Engagement
Skills you should HODL
📍Minimum 2 years of experience in customer service, security, or the crypto industry 📍Experience working in a metrics-driven environment, meeting individual and team performance targets 📍Strong attention to detail with the ability to make sound, timely judgment calls 📍Ability to multitask and manage a high volume of requests while maintaining secure, accurate outputs 📍Fluent English communication skills, both written and verbal 📍Experience using and navigating multiple software tools and platforms (strong computer literacy)
If you’re passionate about blockchain and decentralized technologies, explore more opportunities in web3 and cryptocurrency careers.
