Phone Support Specialist

4 weeks ago

Kuala Lumpur, Malaysia Kraken Crypto Exchange Full time

Phone Support Specialist - Malaysia

**Building the Future of Crypto**

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.

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, Kraken NFT, and Kraken Futures.

**Become a Krakenite and build the future of crypto**
**Proof of Work**

**The Team**

By combining in-depth crypto knowledge, a passion for the industry, and a strong technical background, our Phone Support team plays a strong role in our success and ability to deliver world class support. The Phone Support team is critical in our mission of bringing crypto to every corner of the world, and is full of bright, charismatic individuals with a knack for helping others. Not only are they bright, but also vigilant and in-touch with the ever changing crypto world. Our Phone Support team is incredibly adaptable, adjusting workflows and processes in matters of minutes to accommodate our clients' requests and ensure that their Kraken experience is something to remember. In many cases, the Phone Support team is the first point of contact for our clients, and it is our duty to leave a fantastic impression, while making sure inquiries are handled directly or escalated to the appropriate specialists.
- **This is a fully remote role requiring English fluency, based in Philippines, Vietnam, Malaysia or Thailand**:

- **Spanish and French fluency are a bonus**:

- **You must be willing to work evenings and weekends**

We're seeking passionate, security-first client experience wizards who are absolutely pumped about digital assets

Imagine this: You're part of a dynamic, top-tier team of client experience all-stars, working full-time from home. But here's the kicker: Our mission is what fuels our fire We're talking about an unwavering commitment to making the crypto universe a better place for each Kraken client by providing a 6 star client experience on each interaction

**The Opportunity**
- **Working at Kraken**:Build on 12+ years of our mission, and join forces with many of the most talented crypto experts in the world
- **Client Interaction**:Handle frontline client interactions through phone support and chat, prioritizing swift issue resolution and exceptional client care
- **Comprehensive Training**: Participate in rigorous training sessions spanning diverse topics, embracing a growth-oriented mindset for continuous learning about the industry, our extensive product line, and service offerings
- **Performance Excellence**: Attain performance targets established by your Team Lead/Supervisor, aligning with Kraken's overarching objectives
- **Crypto Expertise**: Leverage your crypto knowledge to tackle intricate challenges within a dynamic environment
- **Ongoing Support**: Engage in regular one-on-one video sessions and coaching with your Team Lead
- **Wellness**: Take care of your health through the various benefits available via our dedicated team
- **Equipment will be provided**

**Skills you should HODL**
- **Security and Privacy Focus**: Prioritize security and privacy for Kraken and our clients
- **Mission-Driven**: Motivated by Kraken's mission and driven to create a seamless support experience for our diverse global client base
- **Flexibility**: This is a full-time, 100% remote role working from home with various schedules and weekends required, we offer a generous amount of paid vacation time
- **Language Proficiency**:Fluent in English and either Spanish or French (bonus)
- **Crypto Conviction**:Possess a deep passion for, or understanding of the digital asset industry. Ideally you also have a strong knowledge of cryptocurrencies and trading
- **Effective Communication**: Excellent communication skills
- **Adaptability**: Ability to thrive in a fast-paced environment

**Interested so far? Here's how the hiring process will **be**:

- Pre-screen assessment - about crypto and client support (to be completed in 72 hours)
- Video call with our Talent Acquisition team (30 minutes)
- Interview with the Client Engagement team (60 minutes)
- Final interview with Client Engagement team managers/directors (60

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