Client Engagement Specialist, Social

As a Client Engagement Specialist on the Social team at Kraken, you represent the company's voice across social media platforms, delivering customer support and community engagement. You'll be the first point of contact for client inquiries on social, handling real-time conversations, account questions, and troubleshooting while maintaining Kraken's standard of care. You support all of Payward's brands-Kraken, Kraken Pro, Krak, Payward, xStocks, Breakout Prop, and NinjaTrader-and partner with internal teams to resolve complex issues and improve the client experience.

What you'll do

• Monitor social channels and respond promptly to client inquiries across multiple platforms
• Work across multiple social platforms simultaneously, prioritizing by urgency and volume
• Moderate communities and enforce community guidelines
• Proactively engage clients to grow Kraken's presence and voice 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 experience and knowledge, with a strong understanding of the APAC crypto scene and familiarity with Chinese crypto culture on social media
• Hands-on 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 to handle high-volume, high-pressure queues
• Comfort with public-facing work where every reply is visible
• Flexibility to work scheduled shifts between 4 am and 12 pm UTC, including weekends
• Fluency in English and Chinese Mandarin, with confidence writing in Simplified Chinese

About Kraken

Kraken, founded in 2011, is one of the world's longest-standing crypto platforms, 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.