Kraken is hiring a Client Engagement Data Analyst - AI

Kraken is seeking a Client Engagement Data Analyst - AI to work at the intersection of data infrastructure, client engagement operations, and artificial intelligence. This role is responsible for building scalable data systems and AI workflows that enable intelligent automation and decision-making within a mission-driven environment focused on advancing global crypto adoption.

What You'll Do

• Design and coordinate AI agent workflows that solve real operational problems, going beyond off-the-shelf tools to build systems that actually drive outcomes
• Identify where AI can deliver the most impact within CE operations and take ownership of making those use cases work end-to-end
• Establish the data foundations, tagging logic, and system architecture that allow AI to make accurate, reliable decisions
• Act as the team's first mover — testing, applying, and refining new AI capabilities before they are rolled out broadly
• Design and maintain data models that support AI tagging, classification, and reporting across Client Engagement systems
• Audit and optimize data tables in Zendesk and connected platforms to ensure they are structured for AI consumption
• Define how support data categories, fields, and hierarchies map to desired AI output — working closely with the AI layer owner to ensure inputs are clean, consistent, and model-ready
• Identify gaps between current data structure and what is needed to unlock new AI capabilities
• Build and maintain dashboards and reports that surface AI performance signals, support trends, and operational health metrics
• Develop the Echo Report and other AI-driven reporting outputs that translate raw data into clear client and operational insights
• Monitor the feedback loop between AI outputs and human behavior — tracking when specialists accept, edit, or override AI-suggested categories, and what that tells us about model efficacy
• Proactively identify emerging patterns in support data and connect them back to reporting and signal strategy
• Partner closely with senior AI and engineering leaders — learning from them, contributing to what's being built, and being the first to apply new capabilities within CE
• Act as the connective layer between CE operations, the AI/automation team, and engineering — translating operational data needs into clear technical requirements
• Champion AI literacy across the CE team — teaching, enabling, and building confidence so that AI becomes part of how everyone works, not just a specialist function
• Communicate data model changes, tagging updates, and reporting outputs to non-technical stakeholders in plain language
• Contribute to backlog prioritization by sizing the data readiness requirements of proposed AI and automation initiatives

What We're Looking For

• 3–5 years of experience in a data analyst, operations analyst, or similar role — ideally within fintech, crypto, or high-volume customer operations
• Demonstrated experience coordinating AI agents (OpenClaw, LangChain, CrewAI) or building AI-powered workflows to solve real business problems not just prompting tools, but designing systems that drive outcomes
• A proven track record of setting up the data foundations, structures, and governance that allow AI to actually work — understanding that the blocker is rarely the model, it's the data feeding it
• Strong SQL skills and comfort querying and transforming data across complex systems
• Hands-on experience with Zendesk or a comparable CX/case management platform — understanding of data structures, ticket fields, tags, and reporting
• Proficiency with BI tools such as Looker, Mixpanel, or similar — able to build and own dashboards independently
• Experience designing or contributing to data taxonomy, tagging frameworks, or classification systems
• Ability to translate between operational language and technical/data requirements — comfortable working with both frontline teams and engineers
• Familiarity with how AI/ML systems consume structured data — understanding of what "model-ready" data looks like in practice
• A genuine desire to teach and uplift others — this person raises the AI capability of everyone around them

Nice to Have

• Exposure to AI tagging pipelines, LLM-based classification, or RAG-based knowledge systems
• Experience with Python or scripting for data transformation and automation
• Background in crypto, digital assets, or compliance-adjacent operations
• Familiarity with process mining tools or workflow automation platforms (e.g. n8n, Zapier, Make)
• Lean Six Sigma or similar process improvement certification

Technical Stack

• SQL, Zendesk, Looker, Mixpanel, OpenClaw, LangChain, CrewAI, Python, n8n, Zapier, Make

Team & Environment

• Works within the Client Engagement team, closely with the Process Optimization & Automation Team, AI/automation team, and engineering leaders

Benefits & Compensation

• Fully remote company with Krakenites in 70+ countries
• Opportunity to work on mission-driven crypto adoption and financial freedom
• Industry-leading security and world-class client support
• Access to premium crypto products like Kraken Pro, Desktop, Wallet, and Kraken Futures
• Crypto education initiatives
• Celebration of diverse talents, backgrounds, and perspectives
• Equal opportunity employment regardless of race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status, or other protected characteristics
• Consideration for candidates with criminal histories in line with San Francisco Fair Chance Ordinance

Work Mode

Fully remote with team members located across 70+ countries

Kraken is an equal opportunity employer and does not tolerate discrimination or harassment based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status, or any other protected characteristic. The company considers qualified applicants with criminal histories in accordance with the San Francisco Fair Chance Ordinance.