Client Engagement Social Specialist

As a Client Engagement Social Specialist at Kraken, you'll be the voice of the platform across social media, monitoring and engaging with clients in real time. You'll represent Kraken's commitment to exceptional customer support and community engagement, handling inquiries, resolving concerns, and building conversations across all of Payward's brand handles-Kraken, Kraken Pro, Krak, Payward, xStocks, Breakout Prop, and NinjaTrader.

What you'll do

• Monitor social channels and respond promptly to client inquiries across multiple platforms
• Work across X, Reddit, Telegram, LinkedIn, Discord, Facebook, Instagram, app store reviews, and Trustpilot simultaneously, prioritizing by urgency and volume
• Moderate social communities and enforce community guidelines
• Proactively engage clients to grow Kraken's voice and presence on social
• Partner with internal teams to resolve complex cases and drive process improvements
• Participate in team meetings, projects, and training sessions
• Stay current on crypto trends, products, technologies, and Kraken's product suite

What you bring

• 3+ years of experience in social media management, community management, or customer support
• Genuine crypto expertise and knowledge, with a strong understanding of the APAC crypto scene and familiarity with Chinese crypto culture on social media
• Hands-on, user-side experience across platforms including X, Reddit, Telegram, LinkedIn, Discord, Facebook, Instagram, app store reviews, and Trustpilot, with crypto-native experience strongly preferred
• Familiarity with Sprinklr and social media management platforms, as well as Zendesk, Jira/Confluence, and Slack
• Sharp attention to detail and the ability to read intent and tone in client messages
• Resilience and multitasking ability for high-volume, high-pressure queues
• Comfort with public-facing work where every reply is visible
• Flexibility to work scheduled shifts between 4 am to 12 pm UTC, including weekends
• Fluent in English and Chinese Mandarin, with confidence writing in Simplified Chinese

About Kraken

Kraken is one of the world's longest-standing crypto platforms, founded in 2011 and trusted by over 10 million individuals and institutions globally. It offers spot trading, margin, futures, staking, and OTC services for both individual investors and institutional clients. Kraken is part of Payward, a parent company that also operates NinjaTrader, Breakout, xStocks, Payward Services, and CF Benchmarks.