Client Engagement Specialist | Fixed-term

As a Client Engagement Specialist at Kraken, you deliver a world-class experience to new clients during their early journey with the platform. You join a high-performing, round-the-clock team renowned for client care and industry-leading security, ensuring every client feels supported from day one. This is a fixed-term contract for 6 months.

What you'll do

• 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 delivered exceptional service; this can be within retail, hospitality, or a customer service center
• Willingness 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
• Ability to quickly 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
• Strong interpersonal skills and a deep commitment to data privacy and compliance
• Fluency in English and ability to work fully remote

Nice to have

• 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
• Fluency in French, Portuguese, Italian, German, Russian, Turkish, Chinese, or Korean

About Kraken

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