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Responsibilities
The teamVoice is CE's premium support channel, providing white-glove, real-time service to Kraken's high-value clients. As a Voice Specialist, you'll combine exceptional service, strong product knowledge, and a growth mindset. You'll resolve complex issues, educate clients, and introduce Kraken products and services where they genuinely support the client's goals. Growth is an increasing focus across CE, and we're looking for Specialists who are motivated by excellent client outcomes and measurable product adoption and performance targets.The opportunityDeliver fast, professional, white-glove support to high-value clients and own issues through resolutionEducate clients on Kraken products and identify relevant opportunities to drive product adoption and growthBuild deep product expertise through training, dogfooding, AI, and continuous learningSurface client insights and friction to help improve Kraken's products, workflows, and experiencesMaintain high standards across quality, security, regulatory requirements, and performanceWhat you bringExcellent English communication skills; fluency in a second language is strongly preferred.Strong client instincts, active listening, education, and de-escalation skillsMotivated by measurable results and comfortable promoting products; successful sales or target-driven client experience is a plusStrong crypto and trading knowledge, comfort with AI and evolving technology, and flexibility to work schedules that include evenings and weekendsUnless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.Our commitmentPayward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto.We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside experience and interviews, and are not the sole basis for any employment decision.As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind, whether based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.
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