Remote Crypto Client Onboarding Pro (24/7)

Kraken; Mexico; On-site; PHP 2,006,000 - 3,260,000; Full time

Job summary

Kraken is hiring for a remote, fixed-term onboarding specialist to manage client onboarding and KYC verification, funding, and inquiries. You will guide clients through remediations, identify risks, and ensure compliant, timely communication.

The role requires 2+ years in customer service within crypto, a 24/7 shift willingness, and strong adherence to privacy and compliance. You will collaborate with cross-functional teams to improve onboarding workflows and deliver a 5-star client experience

Qualifications

• 2+ years of experience in customer service or business support delivering a 5-star experience
• Willingness to work a 24/7 rotating schedule including evenings and weekends
• Strong knowledge of cryptocurrency and the digital asset industry
• Understanding of CSAT drivers, dissatisfaction factors, and NPS metrics
• Ability to explain complex procedures clearly to clients and internal stakeholders
• Excellent time management across multiple priorities in a fast-paced environment
• Deep commitment to data privacy and compliance, with strong interpersonal skills

Responsibilities

• Manage client onboarding and verification, including KYC document review and validation, funding and general inquiries via email and live chat
• Guide existing clients through document resubmission and re-verification during remediation initiatives
• Identify and escalate potential risks or suspicious documentation to the appropriate teams
• Address client questions on application status, account upgrades, and verification requirements with clear, timely communication
• Assist clients with fiat funding and withdrawals, ensuring smooth, compliant transactions
• Communicate relevant marketing initiatives and regional promotions in line with Kraken's guidelines
• Maintain accurate client information and adhere to AML/CTF policies and QA/Risk Management frameworks
• Collaborate cross-functionally, using client and operational feedback to continuously improve onboarding and support workflows

Skills

5-star customer service

Remote work

English fluency

Attention to detail

Time management

Interpersonal skills

Tools

Zendesk

Salesforce

Job description

Kraken is hiring for a remote, fixed-term onboarding specialist to manage client onboarding and KYC verification, funding, and inquiries. You will guide clients through remediations, identify risks, and ensure compliant, timely communication.

The role requires 2+ years in customer service within crypto, a 24/7 shift willingness, and strong adherence to privacy and compliance. You will collaborate with cross-functional teams to improve onboarding workflows and deliver a 5-star client experience