Account Security Specialist - Critical Response Unit (CRU)
Kraken
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 Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.
As a fully remote company, we have Krakenites in 70+ 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 industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Proof of Work
The team
In the wild west of crypto, our Account Security team plays a vital role as a beacon of safety and assurance for our clients. As an Account Security Specialist, you will be working alongside a team of vigilant and security-focused individuals who have sharpened their ability to detect danger before, while, and after it happens.
Kraken is one of the oldest, most secure exchanges out there, and that wouldn’t be possible without the talent and efforts from our team. From the slightest of security concerns, to compromised accounts, our Account Security team works together to provide 6-star support, and ensure that our clients feel confident in using Kraken for their crypto exploration.
The Client Engagement Account Security group is looking for a new specialist to join the team in a temporary 6-month position. This is an entry level position in which you would start in the Account Access group. As an Account Security Specialist, you will effectively be acting as a gatekeeper, assisting clients in regaining access to their Kraken accounts and ensuring illicit actors are kept at bay. You will analyze information provided by clients and combine it with a thorough review of Admin logs to determine if we are in contact with the true account owner. An ideal candidate will have very strong attention to detail, critical thinking skills and a healthy level of paranoia.
New specialists on the team would start out as a Level 1, where they would be expected to complete a thorough analysis of accounts, and then forward the ticket to senior specialists who would then take the required actions on the account. Level 1 is essentially our training ground with an estimated duration of 2 to 3 months.
The opportunity
Be part of a team of Account Security CE Specialists in delivering a 6-Star experience that results in cultivating Kraken Evangelists
Stay vigilant, ensuring that security is at the forefront in all aspects of your work
Primarily utilizing email to respond to client requests daily regarding issues accessing their Kraken accounts, security concerns or general troubleshooting
Strive to make your work as efficient as possible by improving or creating processes, automating as much of your work as possible
Meet Service Level Agreements (SLA) while utilizing Key Performance Indicators (KPI)
Be diligent in attending training sessions and keeping up with the knowledge building about the industry, and our robust product and service offerings
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Advance our platform and improve servicing by learning the product inside out to best represent our client’s needs to the relevant teams
Skills you should HODL
This is a fully remote role requiring fluency in English, open to candidates based in Chile, Colombia, or Uruguay.
You must be willing to work on a schedule that includes weekends, demonstrating flexibility and commitment to providing seamless coverage and support during critical times.
Prior relevant experience in similar roles and/or customer support positions, demonstrating exceptional attention to detail and strong customer service skills.
Experience with compliance, fraud, account access, trust and safety, or other relevant operational domains is a strong asset.
Demonstrates a strong focus on security and privacy, with a solid understanding of best practices and a proactive attitude toward implementing robust security measures.
Believe wholeheartedly in the crypto, cypherpunk, libertarian values of Kraken described in our Tentaclements document.
A passion for the crypto world—you’re familiar with the latest trends, exciting coins, and have a strong learning attitude toward new industry developments.
Fantastic communication skills in order to operate globally across multiple departments and stakeholders
Ability to multi-task and to handle high volumes of requests, all while creating a 6-Star experience for our clients
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Excellent computer literacy and ability to learn and navigate new software using multiple platforms
Nice to haves
Fluent in one of the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
Interested so far? Here’s how the hiring process will look:
Pre-screen assessment - about crypto and client support (to be completed in 72 hours)
Video call with our Talent Acquisition team (30 minutes)
Interview with the Client Engagement team (60 minutes)
#LI-DM1 #LI-Remote #LI #LATAM
This job is accepting ongoing applications and there is no application deadline.
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.
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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