Kraken is changing the world. Join the revolution!
Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world’s largest, most successful bitcoin exchanges and we’re growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent.
In less than a decade Kraken has risen to become one of the best and most respected crypto exchanges in the world. We are changing the way the world thinks about money and finance. The crypto industry is experiencing unprecedented growth and Kraken is leading the charge. We’ve grown from 70 Krakenites in January 2017 to over 1200 today and we have no intention of slowing down.
About the Role
For the Security and Investigations Specialist role; we’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payments operations. Our team is one of the best in the industry, and we’re looking for people who can make us better.
For this role, we are looking for candidates who have previous experience in an Account-Security or Risk related field.
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.
Providing industry-leading support for Kraken clients by investigating, documenting, troubleshooting and resolving client issues in relation to Security
Performing risk assessments on Kraken users and account sessions to identify and mitigate suspicious activity, such as account takeover, fraud, theft and other similar risks
Resolving a minimum of 100 queued Security & Investigations cases p/month within service level agreements
Driving impactful changes across our workflows, procedures and systems by working with internal support teams and automating as much of your work as possible
Creating risk-based rules to mitigate emerging security trends and monitoring performance
Identifying product and system improvements to prevent suspicious activities
Generating suspicious activity reports and risk management reports for Managers
Assisting with training and development of internal teams
At least 2 years of relevant experience within crypto, technology, financial services and/or client support
Outstanding communication skills, able to communicate clearly and sensitively in written and verbal form
Advanced logical, analytical and critical thinking skills
Strong collaboration, facilitation and troubleshooting skills
Enjoys finding and solving problems
Strong attention to detail and highly organized
Able to make quick and tough decisions autonomously
Weekend work may be required on occasion
Nice to Have
Account-Security related field work, trust & safety, bank (risk department), e-commerce or other relevant domains is also a plus
Advanced understanding of JIRA
We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.