Voice Specialist - Fixed Term

Kraken; Remote; EUR 40,000 - 60,000; Full time

Job summary

A leading crypto company is seeking a remote Voice Support Specialist to provide exceptional client service and support. The role involves answering inbound calls, providing education on products, and advocating for enhanced customer experiences. Ideal candidates are empathetic, fluent in English, and possess a strong background in client-facing roles. Flexibility for rotational shifts and a passion for crypto are essential. This is a fixed-term contract for 6 months.

Qualifications

• Fluency in English; proficiency in additional languages is a plus.
• Strong de-escalation skills in a high-volume environment.
• Comfortable multitasking and handling various client inquiries.

Responsibilities

• Answer inbound Voice calls with friendly service.
• Provide education on Kraken products.
• Test new products to develop expertise.

Skills

Outgoing and empathetic

Strong communication skills

Fluency in English

Crypto/trading literacy

1+ years of phone support experience

Tools

Zendesk

Job description

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. As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Kraken is committed to industry‑leading security, crypto education, and world‑class client support through products like Kraken Pro, Desktop, Wallet, and Kraken Futures.

What makes us different?

Kraken is a mission‑focused company rooted in crypto values. We accelerate the global adoption of crypto so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on mission and crypto ethos has attracted many talented crypto experts worldwide. Before you apply, read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app.

Proof of work – The team

The Voice team 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 service, 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 a strong performance and growth mindset.

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 positions products where they fit.
• Advocate for an improved client experience by submitting detailed, thoughtful feedback to product and CX 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 a duration of 6 months.

Hiring process

• Pre‑screen assessment – around crypto and customer support (to be completed in 72 hours). 
• Screening call with our Talent Acquisition team (30 minutes).
• Interview with the team (60 minutes).
• Final interview with the manager/director (60 minutes).

This job is accepting ongoing applications and there is no application deadline.

EEO statement

As an equal‑opportunity employer, we do not 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. We consider qualified applicants with criminal histories for employment in a manner consistent with the San Francisco Fair Chance Ordinance. Applicants may redact information on their resume that identifies age, date of birth, or dates of attendance or graduation.