Kraken
Location
Not specified
Salary
Not specified
Posted
Recently
Job Type
Full Time
About the Role
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, Desktop, Wallet, and Kraken Futures.
Become a Krakenite and build the future of crypto!
CS Analysts effectively act as gatekeepers and investigators; assisting clients in regaining access to their Kraken accounts, ensuring illicit actors are kept at bay, and investigating suspicious activity. Analysts inspect back-end data, such as logs, metadata, and our risk engine as well as information provided by clients, and combine it to determine if we are in contact with the true account owner.
The CS Analyst I is an entry-level role for Krakenites developing foundational skills in client-facing security response. Analysts at this level primarily work on security cases incoming from clients, working closely with more senior team members to triage cases and gather insights into suspicious client activity across accounts, email, and platform interactions.
An ideal candidate will have very strong attention to detail, critical thinking skills and a healthy level of paranoia.
New analysts on the team start at Level 1. They are expected to complete a thorough analysis of accounts, and then forward the ticket to senior analysts who take the required actions. Level 1 is essentially our training ground with an estimated duration of 2 to 4 months. As new analysts grow in their roles, they will be expected to take on more sensitive actions, including removing locks and security features as required.
Deliver a high-quality experience that balances low client friction with strong security protocols
Analyze cases and alerts to identify potential threats while minimizing false positives
Communicate with clients primarily through email, addressing account access, security concerns, and general troubleshooting
Stay current with procedural updates to effectively respond to evolving threats
Suggest and help implement workflow improvements for clarity and efficiency
Escalate overlapping or complex cases to appropriate teams such as Fraud, Compliance, Account Takeover, or Client Engagement
Engage in a culture of constructive feedback and peer support
Meet or exceed Service Level Agreements (SLAs) while maintaining strong performance metrics (KPIs)
Attend training sessions and stay up to date on team, company, and industry knowledge
Meet regularly with your supervisor and the QA team to review performance and alignment
Understand and advocate for Kraken’s products to support ongoing platform improvements
Additional duties and responsibilities as required
Minimum 2 years of experience in customer service, security, or the crypto industry
Experience working in a metrics-driven environment, meeting individual and team performance targets
Strong attention to detail with the ability to make sound, timely judgment calls
Ability to multitask and manage a high volume of requests while maintaining secure, accurate outputs
Fluent English communication skills, both written and verbal
Experience using and navigating multiple software tools and platforms (strong computer literacy)
Ability to work independently and make decisions in a fast-paced environment
Willingness to work evenings and weekends regularly as part of a recurring schedule
Motivated by Kraken’s mission to deliver seamless support for a global client base
Experience with crypto trading or investing, ideally across multiple platforms
Fluency in an additional language (e.g., French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean)
Experience with compliance, fraud, account access, legal, or similar operational domains
Preference for working weekends
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
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!
We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments are designed to evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Assessment results are considered alongside other relevant information, such as experience and interviews, and are not the sole basis for any employment decision.
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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