Client Engagement Specialist, Trading Expert

As a Client Engagement Specialist, Trading Expert 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. This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.

Responsibilities

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

Requirements

Experience working in customer service roles, where you have proven to be a pro at delivering a 5 star experience. This can be within retail, hospitality, or a customer service center; Experience with trading platforms within digital assets or other assets, including advanced trading platforms. Ideally, you have used one of our products; Knowledge of trading and charting, with an understanding of leveraged trading (Futures/Margin, or preferably both); Good math skills; Fast learner, able to adapt to change, as our products are always changing; Fluent in English and available to work evenings and weekends. Working hours would likely be North America/EU.

Nice to have

Deep knowledge of the crypto space, you're a true crypto degen who lives and breathes the industry, from market trends to community culture; Experience with Google Sheets and Google Script; Experience with our platform's API or similar platforms; Speaks French, German, and/or Spanish (in addition to English); Other data analytics skills or experience