CE Specialist, Voice | Fixed-Term

As a CE Specialist, Voice at Kraken, you join the Voice team, our premium support channel for high-value clients. You deliver white-glove service through voice calls on the Kraken apps, helping clients navigate spot trading, margin, futures, staking, and OTC services. This is a fixed-term contract role for 6 months, offering a frontline position where you shape client journeys and support the growth of Kraken's global user base.

What you'll do

• Answer inbound voice calls with friendly, professional service and drive quick, accurate resolutions
• Clarify client goals, provide education on Kraken products and services, and guide funding, trading, and account activities
• Test new products and features to develop expertise that resolves issues end-to-end and responsibly position products where they fit
• Build client relationships, identify growth opportunities, and connect clients with Kraken products that meet their needs
• Achieve goals with your manager, contribute to team discussions and one-to-ones, and help improve the client experience through feedback and growth projects

What you bring

• 2+ years of experience in a customer service or business support role where you've delivered a 5-star experience, in retail, hospitality, or a customer service center
• Willingness to work shifts on a 24/7 rotating schedule, including evenings and weekends
• 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
• Fluency in both English and Spanish at native-like level
• Quick grasp of new concepts, systems, and process changes, with the ability to explain complex procedures clearly to clients and internal stakeholders
• A foundational understanding of how crypto trading works, with eagerness to deepen that knowledge as Kraken's product suite grows
• Comfort with Zendesk and knowledge bases, able to multitask with poise

Nice to have

• Proficiency in Portuguese

About Kraken

Kraken, founded in 2011, is one of the world's longest-standing crypto platforms, trusted by over 10 million individuals and institutions. It offers spot trading, margin, futures, staking, and OTC services for both individual investors and institutional clients. Kraken is part of Payward, a parent company that also operates NinjaTrader, Breakout, xStocks, Payward Services, and CF Benchmarks.