CX Process Specialist
•Gympass· 12h
🎧 Support⏳ Part-time📈 Mid Level🇧🇷 São Paulo, Brazil
12h ago
Kraken.Com·about 2 months ago
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!
Voice has evolved—from a general support channel into CE’s premium, in-app voice service for Kraken’s highest-value clients. We deliver fast, clear, and trustworthy white-glove service that feels like a friend experience, shaping every interaction into a 6-Star journey and deepening our clients’ connection with Kraken. If you’re energized by supporting, educating, and empowering top clients and raising the bar for what service can be - this is your stage.
Join a fast-paced frontline team and help design the journeys that define Kraken. This is a powerful growth path for ambitious Specialists with strong performance and a growth mindset. You’ll champion today’s 90+ user-score clients and help cultivate the next generation across regions and new products - an exciting, hands-on role with visible, meaningful impact.
This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.
Answer inbound Voice calls with friendly, professional service; drive quick, accurate resolutions.
Clarify client goals, provide education on Kraken products and services, and guide funding, trading and other account activities.
Test new products and features to develop expertise that resolves issues end-to-end and responsibly position products where they fit.
Advocate for an improved client experience by submitting detailed, thoughtful feedback to product and CX feedback channels, and remain engaged to shape client centered outcomes at the product and policy level.
Take ownership to continuously optimize your performance and ability to add value to Kraken.
Be part of a lean, agile team capable of assisting email and chat teams during surges; participate in growth focused special projects that drive the client experience.
Outgoing and empathetic “people person” who thrives when helping others
Motivated by Kraken’s mission; security- and privacy-minded.
Fluency in English; proficiency in Spanish, French, German, or other languages is a plus.
Strong communication and de-escalation skills in a high-volume environment.
Strong crypto/trading literacy and a passion for learning.
1+ years of phone support (or comparable client-facing experience).
Comfortable with Zendesk and knowledge bases; able to multitask with poise.
Flexibility for rotational shifts (including weekends).
This role offers a fixed term contract, for the duration of 6 month.
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)
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
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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