Client Engagement Specialist, CXF - Fixed TermKraken • Petaling Jaya, Selangor, Malaysia
Client Engagement Specialist, CXF - Fixed Term
Kraken • Petaling Jaya, Selangor, Malaysia
2 days ago
Job descriptionReview, verify and validate client‑submitted documents to ensure accuracy, validity and compliance with regulatory and internal standards. Support remediation initiatives by guiding existing clients through document resubmission and re‑verification processes. Identify and escalates potential risks or suspicious documentation to the appropriate compliance, fraud and risk management teams. Address client inquiries related to application status, account upgrades, verification requirements and ensure clear and timely communication. Assist clients with fiat funding and withdrawal processes, ensuring transactions are completed smoothly and in compliance with internal controls. Manage general account inquiries, providing accurate information and proactive assistance to enhance client satisfaction. Communicate relevant marketing initiatives and promotional offers applicable to the client’s region in alignment with Kraken’s guidelines. Update and maintain accurate client information in line with data integrity and confidentiality standards. Adhere to Kraken’s Anti‑Money Laundering (AML) and Counter‑Terrorist Financing (CTF) policies and procedures. Ensure all work complies with Kraken’s Quality Assurance and Risk Management frameworks. Deliver a 6‑star client experience in every interaction, ensuring professionalism, empathy and efficiency. Follow established verification and operational procedures to maintain process consistency and compliance. Collaborate cross‑functionally to achieve departmental and organizational business objectives. Leverage client and operational feedback to drive continuous improvement across onboarding, verification and support workflows. Minimum of 2 years of experience in a customer service or business support role within a global shared services environment. Strong knowledge and passion for cryptocurrency and the digital asset industry. Proven understanding of client satisfaction drivers, NPS metrics and dissatisfaction factors. Intellectually agile, with the ability to quickly grasp new concepts, systems and process changes. Skilled in explaining complex procedures or resolutions clearly and effectively to both clients and internal stakeholders. Exceptional attention to detail and commitment to maintaining workflow accuracy and process adherence. Professional business communication skills, including proper email etiquette and relationship management with clients. Highly organized with excellent time management and the ability to manage multiple priorities in a fast‑paced environment. Demonstrated innovative thinking and creative problem‑solving capabilities. Strong interpersonal and collaboration skills, with the ability to engage effectively at all levels across teams and functions. Deep commitment to data privacy, information security and adherence to compliance standards. Well‑developed presentation skills and a confident, professional demeanor. Excellent verbal and written English communication skills. Willingness to work on a 24 / 7 rotating schedule, including weekends and holidays, with rest days on weekdays. Consistent attendance and schedule adherence, maintaining reliability and accountability in performance. Experience with CRM software such as Zendesk or Salesforce. Global Shared Services experience strongly preferred. Experience working in a financial account or any organization with high attention to risk compliance. Fluency in French, Portuguese, Italian, German, Russian, Turkish, Chinese or Korean. Pre‑screen assessment (crypto and customer support) – to be completed within 72 hours. Screening call with Talent Acquisition – 30 minutes. Interview with the team – 60 minutes. Final interview with the manager / director – 60 minutes.
Client Engagement Specialist, CXF - Fixed Term
Building the Future of Crypto
Kraken is a mission‑focused company rooted in crypto values, building world‑class products for experienced traders, institutions, and newcomers. Our team is distributed across 70+ countries and speaks over 50 languages.
What Makes Us Different?
Kraken accelerates the global adoption of crypto to help everyone achieve financial freedom and inclusion. We maintain industry‑leading security, crypto education, and client support through products such as Kraken Pro, Desktop, Wallet and Kraken Futures.
Responsibilities
- Manage client onboarding and verification activities,
including the review and validation of KYC documentation through dedicated tools such as Admin and Zendesk, and handling funding and client inquiries via email and live chat.
Qualifications
Nice to Have
Work Arrangement
This role is a fixed‑term contract for 6 months, full‑time remote. English fluency is required. The position requires willingness to work evenings, weekends and, as part of a 24 / 7 schedule, on holidays with rest days on weekdays.
Hiring Process
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.
Equal Opportunity Employer
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind, 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.
Candidate Privacy Notice
Kraken respects your privacy. For more information on how we handle candidate data, please review Kraken’s Candidate Privacy Notice.
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Engagement Specialist • Petaling Jaya, Selangor, Malaysia
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