Voice Specialist - Fixed Term
Kraken
Kraken is hiring a remote Fixed-Term Voice Specialist to support high-value clients via premium in-app voice service. You'll handle inbound calls, educate clients on Kraken products, guide account actions (funding, trading), and test new features to elevate the 6-Star client journey. This fully remote role requires English fluency, evening/weekend availability, and a growth mindset to impact top-tier clients across regions.
Qualification
- Fluency in English with strong verbal and written communication skills.
- Experience delivering premium customer-support or high-value client service via voice channels.
- Ability to handle inbound voice calls and provide quick, accurate resolutions.
- Strong ability to educate clients about Kraken products and guide actions like funding and trading.
- Willingness to work evenings and weekends to support a global user base.
- Proven comfort with testing new products/features and providing constructive feedback.
- Self-motivated, detail-oriented, and able to thrive in a fully remote, fast-paced environment.
Responsibility
- Answer inbound voice calls with friendly, professional service and drive quick, accurate resolutions.
- Clarify client goals, educate on Kraken products and services, and guide funding, trading, and other account activities.
- Test new products and features to develop expertise and resolve issues end-to-end; communicate product capabilities to clients.
- Deliver premium, white-glove service to high-value clients and maintain high client satisfaction/score targets.
- Document interactions and maintain accurate records; escalate complex issues as needed.
- Collaborate with cross-functional teams to improve voice experiences and product messaging for customers.
- Adapt to a fast-paced, remote, global environment and support clients across regions, including evening and weekend hours.
