Client Engagement Specialist, Trading Expert

About the Position

Client Engagement Specialist, Trading Expert

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About the Company

Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services, and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system.

Before you apply, we encourage you to explore our culture page to understand what drives us and how we work.

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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.

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Requirements

• Experience working in customer service roles, where you have proven to be a pro at delivering a 5-star experience. This can be within retail, hospitality, or a customer service center.
• Experience with trading platforms within digital assets or other assets, including advanced trading platforms. Ideally, you have used one of our products.
• Knowledge of trading and charting, with an understanding of leveraged trading (Futures/Margin, or preferably both).
• Good math skills.
• Fast learner, able to adapt to change, as our products are always changing.
• Fluent in English and available to work evenings and weekends. Working hours would likely be North America/EU.

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Nice to Have

• Deep knowledge of the crypto space, you're a true crypto degen who lives and breathes the industry, from market trends to community culture.
• Experience with Google Sheets and Google Script.
• Experience with our platform's API or similar platforms.
• Speaks French, German, and/or Spanish (in addition to English).
• Other data analytics skills or experience.

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We Offer

• Fully remote role.
• Opportunity to work with a globally recognized crypto platform.
• Be part of a team that is passionate about crypto and trading.

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Application Details

Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis. 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.

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