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- Tasks: Support clients with trading queries and provide feedback on new features.
- Company: Join Kraken, a leading crypto company focused on financial freedom and inclusion.
- Benefits: Remote work, diverse team, and opportunities for professional growth.
- Why this job: Be part of a mission-driven team shaping the future of crypto.
- Qualifications: Fluent in English, client support experience, and knowledge of trading.
- Other info: Dynamic environment with a focus on innovation and inclusivity.
The predicted salary is between 30000 - 42000 £ per year.
Building the Future of Crypto. Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. What makes us different? Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures. Become a Krakenite and build the future of crypto!
The Opportunity:
- 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.).
- Provide 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.
Skills You Should HODL:
- Fluent in English.
- Knowledge and experience using our Kraken Pro platform.
- Knowledge of trading, charting, understanding of leveraged trading (Future/Margin or preferably both).
- Client support experience.
- Good math skills.
- Fast learner, able to adapt to change - our products are always changing.
- Available to work evenings and weekends.
Nice to have:
- Experience with other trading platforms like Coinbase, Binance, OKEX etc or futures trading platforms (Bitmex, Bybit, Deribit etc).
- Experience with Google Sheets and Google Script.
- Experience with our or other similar platforms API.
- Speaks French, German and/or Spanish (in addition to English).
- Other data analytic skills/experience.
Contract & Hiring Process:
- This role offers a fixed term contract, for the duration of 6 months.
- Pre-screen assessment - around crypto and customer support (to be completed in 72 hours).
- Screening call with our Talent Acquisition team (30 minutes).
- Interview with the team (60 minutes).
- Final interview with the manager/director (60 minutes).
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis. Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don’t fully meet the listed requirements, especially if you’re passionate or knowledgeable about crypto! As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind.
Client Engagement Specialist, Trading Experience- Fixed Term employer: Kraken
Contact Detail:
Kraken Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Engagement Specialist, Trading Experience- Fixed Term
✨Tip Number 1
Get to know Kraken inside out! Familiarise yourself with the Kraken app and our products. This will not only help you answer client queries but also show your genuine interest in the role.
✨Tip Number 2
Brush up on your trading knowledge! Understanding leveraged trading and how our platform works will give you an edge during interviews. Plus, it’ll help you connect better with clients.
✨Tip Number 3
Practice your client support skills! Think about how you would handle tricky situations or common questions. Role-playing with a friend can be a fun way to prepare for those live support scenarios.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, keep an eye on our social media for updates and tips from current Krakenites!
We think you need these skills to ace Client Engagement Specialist, Trading Experience- Fixed Term
Some tips for your application 🫡
Know Your Stuff: Before you dive into your application, make sure you’re familiar with the Kraken app and our mission. Understanding our culture and values will help you tailor your application to show how you fit in with us.
Show Off Your Skills: Highlight your experience with trading platforms and client support. We want to see how your skills align with what we do at Kraken, so don’t hold back on showcasing your knowledge of crypto and trading!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point!
Apply Through Our Website: Make sure to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Kraken
✨Know Your Crypto Stuff
Before the interview, make sure you’re well-versed in crypto concepts, especially those related to trading and futures. Familiarise yourself with the Kraken app and its features, as this will show your genuine interest and readiness to engage with clients effectively.
✨Practice Client Scenarios
Think about common client queries and issues that might arise in a trading environment. Prepare responses for questions about fees, margin levels, and P/L explanations. This will help you demonstrate your problem-solving skills and client support experience during the interview.
✨Show Off Your Adaptability
Since the crypto world is always changing, be ready to discuss how you’ve adapted to new tools or processes in the past. Share examples of how you’ve quickly learned new platforms or adjusted to changes in client needs, which will highlight your fast-learning abilities.
✨Engage with the Team Spirit
Kraken values teamwork and collaboration, so be prepared to discuss how you’ve worked with others in previous roles. Highlight any experiences where you’ve contributed to team success, whether through training materials or QA processes, to show you’re a great fit for their culture.
