Client Engagement Specialist, Trading Expert

As a Client Engagement Specialist, Trading Expert at Kraken, you will be the first point of contact when clients need assistance with any of our trading products, including spot trading, margin, futures, staking, and OTC services. You join the Trading Experience support team, which handles inquiries across our pro web, pro app, consumer app, consumer web, crypto deposits and withdrawals, and Kraken Desktop applications. You work closely with clients from all backgrounds and coordinate with internal departments such as product, compliance, and engineering to solve technical issues while delivering the customer service our clients expect.

What you'll do

• Answer clients' trading, futures, consumer, Kraken Desktop, and crypto deposit/withdrawal questions via text and live support channels including Zendesk, email, and possibly Telegram
• Diagnose and resolve clients' trading, futures, Kraken Desktop, and crypto deposit/withdrawal issues
• Provide testing and feedback for new trading features before release to clients
• Assist in the management of the Consumer, Trading, Futures, and Kraken Desktop support team, including quality assurance for other specialists and updating training materials and documentation
• Provide calculation breakdowns for client questions regarding fees, margin levels, profit and loss explanations, and related topics
• Potentially monitor trading activity to identify fraudulent actions or trade-out attacks

What you bring

• Experience working in customer service roles where you have demonstrated excellence in delivering a five-star experience, whether in retail, hospitality, or a customer service center
• Experience with trading platforms in digital assets or other asset classes, including advanced trading platforms, ideally including Kraken's products
• Knowledge of trading and charting with an understanding of leveraged trading such as futures, margin, or both
• Good math skills
• Ability to learn quickly and adapt to change as products evolve
• Fluency in English and availability to work evenings and weekends, with working hours covering North America and EU time zones

Nice to have

• Deep knowledge of the crypto space and active involvement in the industry, from market trends to community culture
• Experience with Google Sheets and Google Script
• Experience with Kraken's API or similar platforms
• Fluency in French, German, or Spanish in addition to English
• Data analytics skills or related experience

What we offer

• Fully remote role

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. The platform 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 has spent 15 years building modern, globally accessible financial infrastructure to advance an open, global financial system.