Remote Crypto Onboarding & Client Care Specialist

P2P; Mexico; On-site; PHP 1,259,000 - 2,098,000; Full time

Job summary

Kraken is seeking a customer support specialist for a fully remote, fixed-term 6-month contract. The role focuses on onboarding, verification, KYC review, and assisting clients with funding and withdrawals.

You will guide clients through remediation, manage inquiries via email and live chat, and escalate potential risks while upholding AML/CTF policies and delivering a 5-star client experience.

Qualifications

• 2+ years in a customer service or support role delivering a 5-star experience.
• Willingness to work a 24/7 rotating shift, including evenings and weekends.
• Strong interest and knowledge of cryptocurrency and digital assets.
• Familiar with CSAT, NPS and drivers of customer satisfaction.

Responsibilities

• Handle client onboarding and verification, including KYC review and funding questions via email and live chat.
• Assist clients with document resubmission and re-verification during remediation.
• Identify risks or suspicious documents and escalate as needed.
• Explain status, upgrades, and verification requirements clearly and promptly to clients.
• Assist clients with fiat funding and withdrawals, ensuring compliant transactions.
• Communicate marketing initiatives and regional promotions per Kraken guidelines.
• Maintain accurate client data and comply with AML/CTF policies and QA/Risk frameworks.
• Collaborate cross-functionally to improve onboarding and support workflows.

Skills

Customer service

Cryptocurrency knowledge

Attention to detail

Time management

Communication

English fluency

Tools

Zendesk

Salesforce

Job description

Kraken is seeking a customer support specialist for a fully remote, fixed-term 6-month contract. The role focuses on onboarding, verification, KYC review, and assisting clients with funding and withdrawals.

You will guide clients through remediation, manage inquiries via email and live chat, and escalate potential risks while upholding AML/CTF policies and delivering a 5-star client experience.