Client Engagement Specialist Fixed term
Payward, Inc. is the parent company and operating platform behind Kraken and a portfolio spanning trading, custody, payments, lending, tokenized assets, onchain finance, and benchmarks.
Funding history
Investors
Projects
About Payward, Inc.
Payward operates unified financial infrastructure across crypto and traditional markets, including shared liquidity, risk and margin systems, collateral and settlement, compliance, and licensing. Its first-party portfolio includes Kraken, Kraken Pro, NinjaTrader, Breakout, xStocks, Payward Services, CF Benchmarks, Reap, Krak, Kraken Prime, Kraken OTC, Kraken Custody, and Bitnomial.
Skills
About the Role
You will manage client onboarding, KYC document reviews, verification, funding inquiries, and remediation. You will escalate risks, explain application and account requirements, support fiat transactions, maintain accurate client information, and improve onboarding and support workflows using client feedback.
Requirements
- 2+ years of customer service or business support experience
- Availability for a 24/7 rotating shift schedule, including evenings and weekends
- Cryptocurrency and digital asset knowledge
- CSAT and NPS knowledge
- Data privacy and compliance
- English fluency
Responsibilities
- Manage client onboarding and verification
- Review and validate KYC documents
- Handle funding and general inquiries by email and live chat
- Guide clients through document resubmission and re-verification
- Identify and escalate potential risks and suspicious documentation
- Answer questions about application status, account upgrades, and verification requirements
- Assist with fiat funding and withdrawals
- Communicate marketing initiatives and regional promotions
- Maintain accurate client information and follow AML/CTF and risk-management frameworks
- Improve onboarding and support workflows using feedback