Client Engagement Specialist, Trading Exp - Fixed Term

Kraken; Coufouleux; À distance; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading cryptocurrency platform is seeking a Client Engagement Trading EXP Specialist to assist clients with trading inquiries and technical issues. The ideal candidate will have a strong foundation in trading, be fluent in English, and possess excellent client support skills. This role is fully remote and offers a fixed-term contract of 6 months, with an emphasis on customer satisfaction and trading experience.

Qualifications

• Fluent in English.
• Knowledge and experience using our Kraken Pro platform.
• Knowledge of trading, charting, understanding of leveraged trading.

Responsabilités

• Answer clients’ trading questions via text and live support channels.
• Diagnose and resolve clients’ issues.
• Provide testing and feedback for new trading features.

Connaissances

Fluent in English

Knowledge and experience using Kraken Pro

Knowledge of trading and charting

Client support experience

Good math skills

Fast learner

Description du poste

Building the Future of Crypto

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. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.

As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry‑leading security, crypto education, and world‑class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures.

Become a Krakenite and build the future of crypto!

Proof of work

The team

As a Client Engagement Trading EXP specialist you will be the first point of contact when our clients need assistance with any of our trading products - whether it be consumer, spot, margin, futures or Kraken desktop.

Our Trading EXP support team handles inquiries from clients using our pro web, pro app, consumer app, consumer web, crypto deposits+withdrawals and Kraken desktop applications. Anything related to trading falls in our wheelhouse and we’ve recently cross trained in crypto DW as well.

You will work closely with clients from all walks of life and potentially other internal departments such as product, compliance, engineering or other support teams to solve clients’ technical issues, while providing the excellent customer service our clients expect from Kraken.

The trading experience team is just that, all about the clients trading experience. Our business and main source of revenue is trading so it’s vital that we have a team able to assist clients placing orders, opening leverage positions, help with charting, breaking down fees, reporting bugs or anything trading related. Our clients rely on a team of experienced Kraken enthusiasts who can help them every step of the way on their trading journey from newbies, to people who just need to on/off ramp for DeFi degen trades to sophisticated professional traders. We’re all trading aficionados and obsessed with crypto and while we don’t expect you to be a master you must be familiar and have some foundation knowledge with the will to learn.

The opportunity

• 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.).
• Providing 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.

Skills you should HODL

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

Nice to haves

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

This role offers a fixed term contract, for the duration of 6 month.

Interested so far? Here’s how the hiring process will look:

• Pre‑screen assessment – around crypto and customer support (to be completed in 72 hours).
• Screening call with our Talent Acquisition team (30 minutes).
• Interview with the team (60 minutes).
• Final interview with the manager/director (60 minutes).

This job is accepting ongoing applications and there is no application deadline.

Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.

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.

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto!

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

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