CE Specialist, Voice - Kraken

About Kraken

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.

This role is a fixed-term contract for a duration of 6 months.

The Opportunity

• Answer inbound Voice calls with friendly, professional service and drive quick, accurate resolutions.
• Clarify client goals, provide education on Kraken products and services, and guide funding, trading, and account activities.
• Test new products and features to develop expertise that resolves issues end-to-end and responsibly positions products where they fit.
• Build client relationships, identify growth opportunities, and connect clients with Kraken products that meet their needs.
• Achieve performance goals with your manager, contribute to team discussions and 1:1s, and help improve client experience through feedback and growth projects.

What You Bring

• 2+ years of experience in a customer service or business support role delivering high-touch support (retail, hospitality, or customer contact center).
• Willingness to work shifts on a 24/7 rotating schedule, including evenings and weekends.
• Fluency in both English and Spanish at a native-like level; proficiency in Portuguese is a plus.
• Exceptional attention to detail, workflow accuracy, and process adherence.
• Highly organized with strong time management skills in a fast-paced environment.
• Quick to learn new systems and complex procedures, and skilled at explaining them clearly to clients and stakeholders.
• Foundational understanding of crypto trading, with eagerness to deepen that knowledge.
• Comfortable working with Zendesk, knowledge bases, and multitasking under pressure.

Our Commitment

Payward is powered by people from around the world and celebrates diverse talents, backgrounds, and perspectives. We hire based on merit, seeking out people with the right skills and growth mindset. As an equal opportunity employer, we do not tolerate discrimination or harassment of any kind.