Client Engagement Specialist, Trading / Exp - Fixed Term

About the Position

Kraken is hiring a Client Engagement Specialist, Trading / Exp - Fixed Term for a remote position. This role involves assisting clients with trading products and providing excellent customer service.

Responsibilities

Answer clients’ trading/futures/consumer/Kraken desktop/Crypto DW questions via text and live support channels (Zendesk/Email/possibly Telegram).
Diagnose and resolve clients’ trading/futures/Kraken desktop/Crypto DW issues.
Provide testing and feedback for new trading features before they are released to clients.
Assist in the management of our Consumer/Trading/Futures/Kraken Desktop support team (QA for other specialists, possibly improving training materials, updating confluence articles, etc.).
Provide calculation breakdowns for clients' questions regarding fees, margin levels, P/L explanations, etc.
Potentially monitor trading activity looking for fraudulent actions or trade out attacks.

Requirements

Fluent in English
Knowledge and experience using our Kraken Pro platform
Knowledge of trading, charting, understanding of leveraged trading (Future/Margin or preferably both)
Client support experience
Good math skills
Fast learner, able to adapt to change
Available to work evenings and weekends

Nice to Have

Experience with other trading platforms like Coinbase, Binance, OKEX, etc. or futures trading platforms (Bitmex, Bybit, Deribit, etc)
Experience with Google Sheets and Google Script
Experience with our or other similar platforms API
Speaks French, German, and/or Spanish (in addition to English)
Other data analytic skills/experience

We Offer

Fixed term contract for the duration of 6 months

About the Company

Building the Future of Crypto. 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. 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.

Hiring Process

Pre-screen assessment - around crypto and customer support (to be completed in 72 hours)
Screening call with our Talent Acquisition team (30 minutes)
Interview with the team (60 minutes)
Final interview with the manager/director (60 minutes)

This job is accepting ongoing applications and there is no application deadline. 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 knowledgeable about crypto!

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.