Kraken Digital Asset Exchange Customer Support Representative Interview Questions
& Process

Had an HR screening call and then scheduled the first round for the next day. The first round was really about security and my personal operational security setup, not so much about the job itself. The next week was the second and final round, which was about the role, my experience, and why I'd be a good fit.

About 1.5-2 weeks after applying and finishing an online assessment, I got an email from a Kraken recruiter to schedule an initial screening phone interview. The first interviewer was super nice, seemed genuinely interested, answered all my questions, and spoke highly of the company, mentioning things they liked about the culture. They seemed happy and left me feeling good and more interested in the role. Three days later, I heard back to move to the next round. The second interview was on Google Hangouts, no webcam needed. Unfortunately, this one wasn't as positive. Scheduling was tricky because the interviewer was in Europe, and their workday was ending as mine was starting, which I think affected the interview and my chances. I was tired, and they seemed tired too from a long day that wasn't even over. They seemed rushed, mentioned another meeting right after, and didn't seem very enthusiastic. Their webcam was on, but they seemed disengaged at times, yawning and holding their head, which was discouraging. Even though I stayed enthusiastic and positive, I didn't have high hopes after it ended. I sent a follow-up email to say I was still excited and thank them for their time. About a week later, I got an email saying I wasn't selected for the next round. The first interview was great and boosted my interest, but the second was a big contrast. I wasn't surprised by the rejection, as my hopes had dropped after the second interview. This was for a remote job, so there was no in-person interview. The first interview was in my timezone, the second was in Central Europe. Regarding workload, they mentioned employees usually work 40 hours but often 45-50 hours a week depending on volume.

You are asked to complete a detailed assessment that took 2 hours, followed by a video interview. A month later, it was frustrating to be told the position was put on hold after this level of commitment, with no clear timeline or next steps. Candidates invest significant time and energy into these processes, and it is disheartening when their time is not equally valued. Posting a job, only to place it on hold without intent to proceed, shows a lack of respect for candidates’ time and effort. I suggest you the hiring manager, if there was uncertainty around filling this role, I believe it would be more respectful to either streamline the initial process or avoid posting the position until hiring decisions are more certain.