Voice Specialist

Voice Specialist - Fixed Term

Location

Canada, Brazil, United Kingdom, Portugal, Ireland, Cyprus

Employment Type

Full time

Location Type

Remote

Department

Client Services

Voice has evolved—from a general support channel into CE’s premium, in-app voice service for Kraken’s highest-value clients. We deliver fast, clear, and trustworthy white-glove service that feels like a friend experience, shaping every interaction into a 6-Star journey and deepening our clients’ connection with Kraken. If you’re energized by supporting, educating, and empowering top clients and raising the bar for what service can be - this is your stage.

Join a fast-paced frontline team and help design the journeys that define Kraken. This is a powerful growth path for ambitious Specialists with strong performance and a growth mindset. You’ll champion today’s 90+ user-score clients and help cultivate the next generation across regions and new products - an exciting, hands-on role with visible, meaningful impact.

This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.

The opportunity

• Answer inbound Voice calls with friendly, professional service; drive quick, accurate resolutions.

• Clarify client goals, provide education on Kraken products and services, and guide funding, trading and other account activities.

• Test new products and features to develop expertise that resolves issues end-to-end and responsibly position products where they fit.

• Advocate for an improved client experience by submitting detailed, thoughtful feedback to product and CX feedback channels, and remain engaged to shape client centered outcomes at the product and policy level.

• Take ownership to continuously optimize your performance and ability to add value to Kraken.

• Be part of a lean, agile team capable of assisting email and chat teams during surges; participate in growth focused special projects that drive the client experience.

Skills you should HODL

• Outgoing and empathetic “people person” who thrives when helping others

• Motivated by Kraken’s mission; security- and privacy-minded.

• Fluency in English; proficiency in Spanish, French, German, or other languages is a plus.

• Strong communication and de-escalation skills in a high-volume environment.

• Strong crypto/trading literacy and a passion for learning.

• 1+ years of phone support (or comparable client-facing experience).

• Comfortable with Zendesk and knowledge bases; able to multitask with poise.

• Flexibility for rotational shifts (including weekends).

This role offers a fixed term contract, for the duration of 6 month.