Client Engagement Specialist - Remote Trading Support

About the Role

We are looking for a Client Engagement Specialist - Remote Trading Support to join our team at Kraken. As a fully remote company, we have Krakenites in over 70 countries, and we are dedicated to accelerating the global adoption of crypto. In this role, you will be the first point of contact for clients needing assistance with our trading products, including consumer, spot, margin, futures, and Kraken desktop applications. This is an exciting opportunity to work in a dynamic environment where you can help clients navigate the world of crypto trading.

What You'll Do

• Answer clients’ trading, futures, and Kraken desktop questions via text and live support channels (Zendesk/Email/possibly Telegram).
• Diagnose and resolve clients’ trading issues, ensuring a smooth trading experience.
• Provide testing and feedback for new trading features before they are released to clients.
• Assist in managing our Consumer/Trading/Futures/Kraken Desktop support team, including quality assurance for other specialists.
• Provide calculation breakdowns for clients’ questions regarding fees, margin levels, and profit/loss explanations.
• Monitor trading activity for fraudulent actions or trade-out attacks.

Requirements

• Fluent in English with strong communication skills.
• Knowledge and experience using the Kraken Pro platform.
• Understanding of trading, charting, and leveraged trading (Future/Margin or preferably both).
• Client support experience with a focus on trading.
• Good math skills and the ability to explain complex concepts clearly.
• A fast learner who can adapt to changes in our products.
• Availability to work evenings and weekends.

Nice to Have

• Experience with other trading platforms like Coinbase, Binance, OKEX, or futures trading platforms (Bitmex, Bybit, Deribit).
• Experience with Google Sheets and Google Script.
• Familiarity with APIs of trading platforms.
• Proficiency in French, German, or Spanish in addition to English.
• Other data analytic skills or experience.

What We Offer

• A fixed-term contract for 6 months with potential for extension.
• Work in a diverse and inclusive environment with a focus on merit.
• Opportunity to learn and grow in the fast-paced world of crypto.
• Flexible remote work arrangements.
• Access to ongoing training and development resources.