Card Payments Funding Specialist - Temporary Contract (EMEA)

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

The Cards-Instant-ACH (CIA) Funding team boasts an impressive expertise in the field of card payments, instant payment systems, and automated clearing house solutions. It is absolutely essential that our clients have a seamless cash deposit and withdrawal experience, and that is achieved through our CIA Funding Specialists. Our team is always adapting to changes in processes, regulations, and developing technologies in the traditional funding world. Members of the CIA Funding team are bright individuals, who combine their crypto passion with a deep understanding of domestic and international payment systems used across the globe. Our team is constantly communicating with clients, as well as card payment providers, to resolve funding-related issues, as well as being security-focused to ensure bad actors are stopped in their tracks.

• This is a fully remote role requiring English fluency

• You must be willing to work evenings and weekends

• This is a 6 months temporary contract

We’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payment operations. Our team is one of the best in the industry, and we're looking for people who can make us better. Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.

The opportunity

• Utilizing email and live chat (phone support may be required at times) to respond to between 50 to 150+ client requests regarding payments and other general questions on a daily basis

• Meet Service Level Agreements (SLA) & Quality Assurance (QA) standards

• Utilize Key Performance Indicators (KPI)

• Liaise with our card payment providers to ensure that clients’ transactions are processed in a timely manner

• Monitor technical issues

• Strive to make your team’s work as efficient as possible by improving or creating processes, automating as much of your work as possible

• Work within our fraud prevention methods to identify and handle cases of fraudulent payments

• Work to handle payment disputes and chargeback returns

Skills you should HODL

• This is a fully remote role requiring English fluency

• Security and privacy focused

• You must be willing to work non-traditional hours and weekends as scheduled per business need

• Past experience in payment processing is preferred

• High output - metrics based experience is a plus

• Able to make quick decisions autonomously

• Passionate about clients and their overall experience

• Excellent computer literacy and ability to learn and navigate new software using multiple platforms. Must be able to use excel and execute simple scripts

• Detail oriented

• Crypto trading experience, preferably on multiple platforms preferred

• Fantastic communication skills in order to operate globally across multiple departments and stakeholders

• Prior relevant experience in financial services, crypto, technology, and/or customer support

Nice to haves

• Experience with CRM software such as ZenDesk or Salesforce

• Fluency in one of the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean

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

• 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)

• Final interview with Client Engagement team managers/directors (60 minutes)

#LI-Remote #LI-GM1 #UKEU

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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