Client Engagement Specialist - Voice
Provides white-glove, real-time support to Kraken’s high-value clients through issue resolution, product education, and relevant adoption opportunities. The role requires strong communication, crypto and trading knowledge, de-escalation skills, and flexibility for evening and weekend schedules.
About the job
Responsibilities
- Deliver fast, professional, white-glove support to high-value clients and own issues through resolution.
- Educate clients on Kraken products and identify relevant opportunities to drive product adoption and growth.
- Build deep product expertise through training, dogfooding, AI, and continuous learning.
- Surface client insights and friction to help improve products, workflows, and experiences.
- Maintain high standards across quality, security, regulatory requirements, and performance.
Requirements
- Excellent English communication skills.
- Fluency in a second language strongly preferred.
- Strong client instincts, active listening, education, and de-escalation skills.
- Motivation by measurable results and comfort promoting products; successful sales or target-driven client experience is a plus.
- Strong crypto and trading knowledge.
- Comfort with AI and evolving technology.
- Flexibility to work schedules that include evenings and weekends.
Skills
Crypto, Trading, Artificial Intelligence, Active Listening, De-Escalation, Client Support, Product Education, Sales, Regulatory Compliance
Similar jobs
Customer Support jobs
Harvey
Remote
Owns Harvey’s BPO customer-support partnership, including vendor performance, workforce management, quality, enablement, routing, and scalable workflows. The role requires hands-on Zendesk expertise, strong program management, AI fluency, and a track record of holding outsourced providers accountable to support outcomes.
Atlas
Remote
Provides high-touch, real-time support for complex luxury travel and lifestyle requests, coordinating bookings and external partners for discerning members. Requires 2–4 years of luxury travel, concierge, or lifestyle-management experience, strong global travel knowledge, discretion, and excellent written communication.
Coinbase
Manila, Philippines
Provides high-volume, real-time customer support across X, Instagram, and Facebook, resolving direct messages and routing public responses for approval. Requires at least two years of social support or community management experience, concise judgment-driven writing, SLA triage, and cryptocurrency familiarity.
Grow Therapy
Remote
Supports clients and therapists by troubleshooting billing and platform issues, explaining insurance benefits, and advocating for a strong customer experience. Requires one year of multi-payer insurance experience, medical terminology knowledge, benefits-verification tools, and comfort working independently in a remote environment.