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Client Engagement - Fiat Funding Specialist at Kraken.com
Customer Service | Full time
Job details
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.
As a fully remote company, we have Krakenites in 60+ 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, Kraken NFT, and Kraken Futures.
Become a Krakenite and build the future of crypto!
The Fiat Funding team boasts an impressive expertise in the field of fiat payment systems. It is absolutely essential that our clients have a seamless cash deposit and withdrawal experience, and that wouldn’t be possible without our Fiat Funding Specialists. Our team is always adapting to changes in processes, regulations, and developing technologies in the traditional funding world. Members of the Fiat Funding team are bright individuals, who combine their crypto passion with a deep understanding of domestic and international payment systems used across the globe.
Our team is constantly communicating with clients, as well as funding providers, to resolve funding-related issues as well as being security-focused to ensure bad actors are stopped in their tracks. Fiat Funding is a vast world that we excitingly conquer to keep Kraken as one of the most innovative and accessible exchanges in the world.
This is a fully remote role requiring English fluency, based in either Philippines or Vietnam. You must be willing to work evenings and weekends.
We’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payment operations. Our team is one of the best in the industry, and we're looking for people who can make us better. Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.
Primarily utilizing email (live chat and phone support may also be requires at times) to respond to between 50 to 150+ client requests regarding payments and other general questions on a daily basis
Meet Service Level Agreements (SLA) & Quality Assurance (QA) standards
Utilize Key Performance Indicators (KPI)
Liaise with our partner banks and payment providers to ensure that clients’ transactions are processed in a timely manner
Monitor technical issues
Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible
This is a fully remote role requiring English fluency
Security and privacy focused
You must be willing to work 15:00 - 3:00 am UTC and weekends (rotationally)
Past experience in payment processing is preferred
High output - metrics based experience is a plus
Able to make quick decisions autonomously
Passionate about clients and their overall experience
Excellent computer literacy and ability to learn and navigate new software using multiple platforms. Must be able to use excel and execute simple scripts.
Detail oriented
Crypto trading experience, preferably on multiple platforms
Fantastic communication skills in order to operate globally across multiple departments and stakeholders
Prior relevant experience in financial services, crypto, technology, and/or customer support
Experience with CRM software such as ZenDesk or Salesforce
Fluency in the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
#LI-Remote #LI-MR5
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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