Client Engagement Specialist, Trading Expert - Kraken

About the Role

As a Client Engagement Specialist, Trading Expert, you will serve as the primary point of contact for clients navigating Kraken’s suite of trading products. You will assist users across our consumer and professional platforms, including spot, margin, futures, and desktop applications.

Key Responsibilities

• Client Support: Resolve inquiries regarding trading, futures, crypto deposits/withdrawals, and platform features via text and live support channels (Zendesk, Email, Telegram).
• Technical Troubleshooting: Diagnose and resolve complex trading issues and provide calculation breakdowns for fees, margin levels, and P/L.
• Product Feedback: Act as a bridge to internal teams (Product, Engineering, Compliance) by testing new features and reporting bugs.
• Team Support: Assist in QA for other specialists and contribute to the maintenance of training materials and documentation.
• Risk Monitoring: Potentially monitor trading activity to identify fraudulent actions or trade-out attacks.

What You Bring

• Customer Service Excellence: Proven experience in high-touch service roles (retail, hospitality, or support centers).
• Trading Knowledge: Familiarity with digital asset trading platforms, charting, and leveraged trading (Futures/Margin).
• Analytical Skills: Strong math skills and the ability to learn new, rapidly changing products quickly.
• Availability: Fluency in English and the ability to work evenings and weekends (aligned with North America/EU time zones).

Nice to Haves

• Deep knowledge of the crypto industry and market trends.
• Proficiency with Google Sheets and Google Script.
• Experience with API integrations.
• Multilingual skills (French, German, or Spanish).

Commitment

Kraken is an equal opportunity employer. We celebrate diverse backgrounds and hire based on merit. We encourage you to apply even if you don't meet every requirement, especially if you are passionate about the crypto ecosystem.