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Kraken, one of the world's longest-standing crypto platforms with over 10 million users, is seeking a Client Engagement Social Specialist to join its CE Social team in Malaysia. This role is central to Kraken's customer support and community engagement strategy across social media channels.
You will 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 high standard of care. You'll support all of Payward's brands on social media, including Kraken, Kraken Pro, Krak, Payward, xStocks, Breakout Prop, and NinjaTrader across platforms such as X, Reddit, Telegram, LinkedIn, Discord, Facebook, Instagram, app store reviews, and Trustpilot.
Key responsibilities include:
- Monitor social channels and respond promptly to client inquiries
- Work across multiple social platforms simultaneously, prioritizing by urgency and volume
- Moderate social communities and enforce community guidelines
- Proactively engage clients to grow Kraken's voice and presence on social
- Partner with internal teams to resolve complex issues and contribute to process improvements
- Participate in team meetings, projects, and training sessions
- Stay current on crypto trends, products, technologies, and Kraken's product suite
You'll be Kraken's eyes and ears on social, representing the company's voice publicly and helping build its reputation for exceptional client care and community engagement. The role requires flexibility to work scheduled shifts between 4 am to 12 pm UTC, including weekends.
REQUIREMENTS:
- 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 X, Reddit, Telegram, LinkedIn, Discord, Facebook, Instagram, app store reviews, and Trustpilot; crypto-native experience strongly preferred
- Familiarity with Sprinklr and social media management platforms, as well as Zendesk, Jira/Confluence, and Slack
- Sharp attention to detail and ability to read intent and tone in client messages
- Resilience and multitasking ability for high-volume, high-pressure queues
- Comfort with public-facing work where all replies are visible
- Flexibility to work scheduled shifts (4 am to 12 pm UTC), including weekends
- Fluent in English and Chinese Mandarin, with confidence writing in Simplified Chinese
