Account Security Specialist

Summary

Join Kraken's Account Security team as an Account Security Specialist in a 6-month temporary, fully remote position. You will be a gatekeeper, assisting clients with account access and preventing illicit activity. The role involves analyzing client information and admin logs to verify account ownership. Starting as a Level 1 specialist, you'll progress through training and handle increasing responsibilities. This entry-level position requires strong attention to detail, critical thinking, and a commitment to security. Kraken offers a unique opportunity to contribute to a leading crypto exchange and work with a passionate team.

Requirements

• Fluency in English
• Willingness to work on a schedule that includes weekends
• Prior relevant experience in similar roles and/or customer support positions, demonstrating exceptional attention to detail and strong customer service skills
• 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
• 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
• Excellent computer literacy and ability to learn and navigate new software using multiple platforms
• Based in Chile, Colombia, or Uruguay

Responsibilities

• Assist clients in regaining access to their Kraken accounts
• Ensure illicit actors are kept at bay
• 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
• Complete a thorough analysis of accounts
• Forward the ticket to senior specialists who would then take the required actions on the account
• 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
• Advance our platform and improve servicing by learning the product inside out to best represent our client’s needs to the relevant teams

Preferred Qualifications

• Fluent in one of the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
• Experience with compliance, fraud, account access, trust and safety, or other relevant operational domains
• 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