CE Specialist, Voice | Fixed-Term

BUILDING THE FUTURE OF OPEN FINANCE

Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system.

THE TEAM

Founded in 2011, Kraken is one of the world’s longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients.

The Voice team is Client Engagement’s premium support channel for high-value clients, providing voice support through the Kraken apps. We deliver exceptional white-glove service that is fast, clear, and trustworthy, earning loyalty through the Voice “friend experience” and shaping each client’s journey into a 6-Star experience.

Join a fast-paced frontline team and shape Kraken client journeys. This is a tremendous growth path for an ambitious specialist with a strong performance record and growth mindset. This is an opportunity for someone who wants to round out generalist customer service skills, elevate communication, and work up close with clients. You’ll assist clients and help grow the next generation of Kraken clients across multiple geographies through new products and services, an exciting, hands-on adventure with meaningful impact.

This role offers a fixed-term contract, for the duration of 6 months.

THE OPPORTUNITY

• 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

• 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 1:1s, 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 proven to be a pro at delivering a 5-star experience. This can be within retail, hospitality, or a customer service center

• You must be willing 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; proficiency in Portuguese is a plus

• Quick to grasp new concepts, systems, and process changes, and skilled at explaining complex procedures clearly to clients and internal stakeholders

• A foundational understanding of how crypto trading works, with the eagerness to deepen that knowledge as Kraken’s product suite grows.

• Comfortable with Zendesk and knowledge bases; able to multitask with poise

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.

OUR COMMITMENT

Payward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills 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 knowledgeable about crypto.

We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside experience and interviews, and are not the sole basis for any employment decision.

As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind, whether 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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