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Kraken, one of the world's longest-standing crypto platforms with over 10 million users, is seeking a Client Engagement Specialist to serve as the first point of contact for clients needing assistance with trading products. You will support users across spot trading, margin, futures, staking, and OTC services via text and live support channels (Zendesk, email, potentially Telegram).
In this role, you will diagnose and resolve trading-related technical issues, provide fee and P&L calculation breakdowns, and help clients navigate leverage positions, charting, and order placement. You'll work with clients ranging from crypto newcomers to sophisticated professional traders. The position includes responsibilities for testing and providing feedback on new trading features before release, assisting in team management (QA for other specialists, training materials, documentation), and potentially monitoring trading activity for fraudulent actions.
You must have proven customer service excellence from retail, hospitality, or customer service center backgrounds. Strong knowledge of trading platforms—ideally crypto platforms—is essential, along with understanding of leveraged trading (futures and/or margin). You should have solid math skills, be a fast learner adaptable to product changes, and be fluent in English with availability for evening and weekend shifts covering North America/EU time zones.
Nice-to-have qualifications include deep crypto industry knowledge, experience with Google Sheets and Google Script, familiarity with APIs, multilingual abilities (French, German, Spanish), and data analytics skills. Kraken values diverse backgrounds and encourages applications from candidates who are passionate about crypto even if they don't meet all listed requirements.
