Live Support Specialist – Costa Rica

Kraken Digital Asset Exchange

Costa Rica

Building the Future of Crypto 

Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology
What makes us different? Kraken is a mission-focused company rooted in crypto values
As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion
For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world
Before you apply, please read the  page to learn more about our internal culture, values, and mission
As a fully remote company, we have Krakenites in 60+ countries who speak over 50 languages
Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space
Kraken is committed to , , and through our products like , , and 
Become a Krakenite and build the future of crypto!Proof of WorkThe TeamBy combining in-depth crypto knowledge, a passion for the industry, and a strong technical background, our Live Support team plays a strong role in our success and ability to deliver world class support
The Live Support team is critical in our mission of bringing crypto to every corner of the world, and is full of bright, charismatic individuals with a knack for helping others
Not only are they bright, but also vigilant and in-touch with the ever changing crypto world
Our Live Support team is incredibly adaptable, adjusting workflows and processes in matters of minutes to accommodate our clients’ requests and ensure that their Kraken experience is something to remember
In many cases, the Live Support team is the first point of contact for our clients, and it is our duty to leave a fantastic impression, while making sure inquiries are handled directly or escalated to the appropriate specialists
This is a fully remote role requiring English and either Spanish or French fluency, based in Costa Rica
  You must be willing to work evenings and weekends

We're seeking passionate, security-first client experience wizards who are absolutely pumped about digital assets! Imagine this: You're part of a dynamic, top-tier team of client experience all-stars, working full-time and remotely
But here's the kicker: Our mission is what fuels our fire! We're talking about an unwavering commitment to making the crypto universe a better place for each Kraken client by providing a 6 star client experience on each interaction!

The Opportunity

    • Client Interaction:

      Handle frontline client interactions through phone support and chat, prioritizing swift issue resolution and exceptional client care
    • Comprehensive Training:

      Participate in rigorous training sessions spanning diverse topics, embracing a growth-oriented mindset for continuous learning about the industry, our extensive product line, and service offerings
    • Performance Excellence:

      Attain performance targets established by your Team Lead/Supervisor, aligning with Kraken’s overarching objectives
    • Crypto Market Expertise:

      Leverage your crypto market knowledge to tackle intricate challenges within a dynamic environment
    • Ongoing Support:

      Engage in regular one-on-one video sessions and coaching with your Team Lead

Skills you should HODL

    • Security and Privacy Focus:

      Prioritize security and privacy for Kraken and our clients
    • Mission-Driven:

      Motivated by Kraken's mission and driven to create a seamless support experience for our diverse global client base
    • Flexibility:

      This is a full-time, 100% remote role, with various schedules and weekends required
    • Language Proficiency:

      Fluent in English and either Spanish or French
    • Crypto Proficiency:

      Possess a deep understanding of the digital asset industry and a strong knowledge of cryptocurrencies and trading
    • Client Support Experience:

      Minimum of 1 year of experience in providing phone support, email, and/or instant messaging support to clients
    • Effective Communication:

      Excellent communication skills
    • Adaptability:

      Ability to thrive in a fast-paced environment

Interested so far? Here’s how the hiring process will look:

    • Pre-screen assessment – around crypto and client support (to be completed in 72 hours)
    • Video screen with our Talent Acquisition team (30 minutes)
    • Interview with the team (60 minutes)
    • Final interview with team managers/directors (60 minutes)

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives
We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable 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 knowledgable about crypto!As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind

Whether that’s 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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