General Support Specialist, Kraken

• You should feel comfortable working under pressure, continuously finding and applying new information and procedures
• 1+ years of client services/client support experience through multiple channels (chat, email, social, etc)
• Excellent written English communication skills
• Ability to manage several tasks and requests concurrently
• Creative problem solver and strategic thinker
• Ability to improve operational efficiency and client experience
• Reliable and quick, with the capacity to work under pressure to deliver timely results
• Strong knowledge of the cryptocurrency industry and passion for crypto
• Security and privacy focused, strong understanding of online security principles
• Have flexibility in your working hours to define your shifts with your Team Leader and be willing to work weekends
• Motivated by Kraken’s mission and creating an effortless support experience for our global client base

Desirable

• You will be joining the Kraken Client Engagement team, working directly with both clients and colleagues to resolve crucial cases
• This is a pivotal role on the CE team, where you will serve a critical duty, providing excellent support with plenty of room for growth
• You will be part of a team of high performing and solution-oriented Krakenites, and to succeed you should be passionate about building great client experiences, making fast and confident decisions and going above and beyond to help your colleagues as well as our clients
• Working on high-paced & real-time requests, identifying the issue, understanding the scope and delivering the right answers or executing the correct procedures
• Continually improve the client experience by providing a 6-star experience in every client's interaction
• Participating in the continuous improvement of our collective workflow by identifying areas of improvement, providing suggestions and taking matters into your own hands when needed
• Being diligent in attending training sessions and keeping up with the knowledge-building about the industry, our robust product, and service offerings
• Identifying sudden changes that could impact our work and communicating them internally through the channels defined for this purpose
• Utilizing knowledge of crypto to solve complex challenges in a dynamic environment
• Engaging with clients through multiple channels (chat, email, social, etc.)