Client Engagement Ops Analyst - Regulatory Risk Management

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!

The Regulatory Risk Management (RRM) team sits within Client Engagement Operations and serves as the frontline for the company’s most sensitive and legally complex client matters. Our team manages regulatory inquiries, bankruptcy proceedings, collections, legal account data requests, data subject access requests (DSARs), legal correspondence, deceased account handling, and compliance-driven case types. The work we do directly protects the business and our clients, requiring precision, sound judgment, and a strong understanding of regulatory obligations.

In this role, you will be responsible for processing and managing a variety of regulatory and compliance-related cases day to day. You’ll follow established procedures, keep records accurate, and make sure nothing falls through the cracks. This is a role for someone who takes ownership, works hard, and gets things done.

• Review and process incoming regulatory and compliance cases through our web channel, following established procedures to ensure accurate and timely responses.

• Handle bankruptcy and collections cases — updating account records, tracking deadlines, and coordinating with trustees or counsel as directed.

• Process Data Subject Access Requests (DSARs) and privacy inquiries, following internal guidelines and regulatory timelines (GDPR, CCPA).

• Pull and provide clients with account data requested for legal or account review purposes, ensuring accuracy and proper handling.

• Support deceased account processing, working through the required steps to resolve accounts with next of kin or legal representatives.

• Respond to legal and regulatory correspondence using approved templates and escalate when needed.

• Keep case records up to date and accurate in Zendesk, Jira, and internal admin tools.

• Stay on top of your queue — manage your caseload, meet SLAs, and flag anything that needs attention before it becomes a problem.

• Work as part of a small, collaborative team where everyone pulls their weight and supports each other.

• Experience in an operations, admin, compliance support, or case management role — financial services or fintech is a plus but not required.

• Comfortable working through processes and procedures independently without needing step-by-step guidance every time.

• Strong attention to detail — you catch errors, you double-check your work, and accuracy matters to you.

• Good written communication skills — clear, professional, and appropriate for a legal or regulatory audience.

• Able to manage multiple tasks and deadlines without dropping the ball.

• Comfortable using tools like Zendesk, Jira, or similar ticketing and case management platforms.

• Trustworthy with confidential information and able to exercise discretion.

• Some familiarity with DSARs, GDPR/CCPA, bankruptcy, or collections processes.

• Prior experience in a regulated environment (legal, financial services, fintech).

• Exposure to AI-assisted tools or automation workflows.

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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