Client Engagement Specialist, Trading Experience

Building the Future of Crypto at Kraken

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. Kraken is a mission-focused company rooted in crypto values, aiming to accelerate the global adoption of crypto for financial freedom and inclusion. For over a decade, our focus on this mission has attracted top crypto experts globally.

Before applying, please review the Kraken Culture page and familiarize yourself with the Kraken app by learning how to create an account.

As a fully remote company, Kraken operates with Krakenites in 70+ countries speaking over 50 languages. We are industry pioneers developing premium crypto products for experienced traders, institutions, and newcomers. Kraken is committed to industry-leading security, crypto education, and world-class client support across products like Kraken Pro, Desktop, Wallet, and Kraken Futures.

Become a Krakenite and build the future of crypto!

The Client Engagement Trading EXP Team

As a Client Engagement Specialist, Trading Experience, you will serve as the first point of contact for clients needing assistance with any of our trading products, including consumer, spot, margin, futures, and Kraken Desktop. Our Trading EXP support team handles inquiries related to Kraken Pro web/app, consumer app/web, crypto deposits/withdrawals, and Kraken Desktop applications. Anything related to trading falls within our expertise, and we have recently cross-trained in crypto DW.

You will work closely with clients from diverse backgrounds and potentially collaborate with internal departments such as product, compliance, engineering, or other support teams to resolve technical issues while delivering the excellent customer service Kraken clients expect. The trading experience team is dedicated to enhancing the client's trading journey. Given that trading is our main source of revenue, it is vital to have a team capable of assisting clients with order placement, leverage positions, charting, fee breakdowns, bug reporting, and all other trading-related inquiries. Our clients rely on experienced Kraken enthusiasts who can guide them, from new traders to sophisticated professionals. We are all trading aficionados obsessed with crypto; while mastery isn't expected, a foundational knowledge and willingness to learn are essential.

The Opportunity

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

Skills You Should HODL

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

Nice to Haves

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

This role offers a fixed-term contract for a duration of 6 months.

Key skills/competency

• Crypto Trading
• Client Support
• Zendesk
• Kraken Pro
• Leveraged Trading
• Technical Support
• Problem Solving
• Fraud Monitoring
• Data Analysis
• Communication