Role Overview
As a Client Engagement Specialist in Trading Experience, you’ll be the primary contact for users navigating our advanced trading platforms. You'll guide clients through spot, margin, and futures trading, as well as desktop application functionality, ensuring clarity and confidence in every interaction.
Key Responsibilities
- Respond to client inquiries via email, live chat, and messaging platforms, covering topics such as trading mechanics, futures contracts, crypto deposits/withdrawals, and desktop application performance
- Analyze and resolve technical and account-related issues, including order execution, margin calculations, and platform access
- Collaborate with product and engineering teams by testing upcoming features and providing actionable feedback before public release
- Support internal team development by reviewing peer responses, refining training content, and maintaining up-to-date knowledge base articles
- Break down complex financial calculations for clients, including fee structures, profit and loss statements, and margin requirements
- Monitor trading behavior to detect suspicious activity, including potential fraud or market manipulation attempts
Qualifications
Required:
- Fluency in English
- Familiarity with Kraken Pro and its trading interface
- Understanding of leveraged products such as margin and futures trading
- Prior experience in customer-facing support roles
- Strong numerical reasoning and attention to detail
- Adaptability in fast-moving environments with frequent product updates
- Availability to work outside standard business hours, including evenings and weekends
Preferred:
- Experience with other trading platforms including Binance, Coinbase, or derivatives exchanges like Deribit or Bybit
- Working knowledge of Google Sheets and Google Script
- Familiarity with API integrations for trading systems
- Additional language skills in French, German, or Spanish
- Background in data analysis or reporting
Technology Environment
You'll work with Kraken Pro, Kraken Desktop, Futures platform, Zendesk, email, Telegram, Google Sheets, Google Script, and API tools.
Work Environment
This is a fully remote position with team members across 70+ countries. You must be available during evenings and weekends to align with global client demand. The role is a fixed-term contract lasting six months.
Company Culture
We are committed to advancing global crypto adoption through inclusive, secure, and accessible financial tools. Our culture values transparency, merit, and diverse perspectives. We welcome applicants passionate about cryptocurrency, even if they don’t meet every qualification. As an equal opportunity employer, we do not tolerate discrimination or harassment based on race, gender identity, religion, disability, veteran status, or any other protected status.
