Client Engagement Social Specialist - Kraken

Building the Future of Open Finance

Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system.

The Team

Founded in 2011, Kraken is one of the world's longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients.

CE Social delivers exceptional customer support and community engagement for Kraken across social media. We answer questions, resolve concerns, and drive conversations in our communities, never shying away from engaging with clients and prospects alike. We're fast, resourceful, and proud to represent Kraken's voice publicly. We're Kraken's eyes and ears on social, and our goal is to run the best social support team in the financial space.

As part of CE Social, you'll monitor and engage with clients on social media as a first point of contact for support, handling real-time conversations, account-related questions, and troubleshooting with Kraken's six-star standard of care. You'll be responsible for supporting all of Payward's brands on social, replying to inquiries across our Kraken, Kraken Pro, Krak, Payward, xStocks, Breakout Prop, and NinjaTrader handles. You'll also partner with internal teams to resolve complex issues and contribute to projects that improve the client experience. You're a voice for Kraken in public, helping build its reputation for great client care and community engagement.

The Opportunity

• Monitor social channels and respond promptly to client inquiries
• Work across multiple social platforms at once, prioritizing by urgency and volume
• Moderate our social communities and enforce community guidelines
• Proactively engage clients to grow Kraken's voice and presence on social
• Partner with internal teams on complex cases and process improvements
• Participate in team meetings, projects, and training sessions
• Stay current on new crypto trends, products, and technologies, and on Kraken's own product suite

What You Bring

• 3+ years of experience in social media management, community management, or customer support
• Genuine crypto OG experience and knowledge, with a strong pulse on the APAC crypto scene and familiarity with Chinese crypto culture on social media
• Hands-on, user-side experience across platforms like X, Reddit, Telegram, LinkedIn, Discord, Facebook, and Instagram, plus app store reviews and Trustpilot (crypto-native experience strongly preferred)
• Familiarity with Sprinklr and social media management platforms, as well as tools like Zendesk, Jira/Confluence, and Slack
• Sharp attention to detail and the judgment to read intent and tone in client messages
• Resilience and multitasking ability for high-volume, high-pressure queues
• Comfortable knowing your work is public-facing as 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