Voice Specialist

4 days ago


Greater London, United Kingdom Kraken Full time

Voice Specialist - Fixed Term Join us as a Voice Specialist for a 6‑month fixed term contract. This fully remote role requires English fluency and willingness to work evenings and weekends. Overview Voice has evolved from a general support channel into Kraken’s premium in‑app voice service for our 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. Responsibilities Answer inbound voice calls with friendly, professional service and 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 channels and remain engaged to shape client‑centered outcomes at the product and policy level. Take ownership to continuously optimize performance and add value to Kraken. Support email and chat teams during surges and participate in growth‑focused special projects that drive the client experience. Skills & Qualifications 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 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). 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. 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. 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. #J-18808-Ljbffr



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