Role Overview
This is a fixed-term, fully remote position supporting clients in cryptocurrency funding operations, including deposits, withdrawals, and trading inquiries. The role serves a global user base and requires flexibility to work evenings and weekends to ensure continuous support across time zones.
Key Responsibilities
- Respond to client inquiries about cryptocurrency deposits, withdrawals, trading functions, and platform usage via text-based and live support channels
- Test and provide feedback on upcoming trading features prior to public release
- Support the oversight of teams handling consumer, trading, futures, and desktop platform inquiries
- Conduct quality assurance reviews for peer specialists
- Contribute to updates in training content and internal documentation
- Maintain and improve knowledge base articles in Confluence
- Deliver clear, accurate calculations related to fees, margin levels, and profit and loss explanations
- Monitor funding activity for potential signs of fraud or irregular behavior
Required Qualifications
- Fluency in English
- Hands-on experience with the Kraken Pro trading interface
- Familiarity with trading mechanics, chart analysis, and leveraged products such as margin and futures
- Proven background in client-facing support roles
- Strong numerical and problem-solving abilities
- Adaptability to evolving product features and workflows
- Availability for shifts during evenings and weekends
Preferred Skills
- Experience with major crypto exchanges including Coinbase, Binance, OKX, Bitmex, Bybit, or Deribit
- Working knowledge of Google Sheets and Google Apps Script
- Familiarity with API integrations for Kraken or similar platforms
- Security-minded approach with the ability to interpret blockchain data and technical documentation
- Understanding of how leading cryptocurrencies operate at a technical level
- Additional language proficiency in French, German, or Spanish
- Background in data analysis or related technical fields
Technology Environment
Tools used in this role include Kraken Pro, Kraken Consumer App, Kraken Desktop, Kraken Futures, Zendesk, email, Telegram, Confluence, Google Sheets, Google Script, and blockchain explorers.
Work Environment
This is a fully remote role with team members distributed across more than 70 countries. While flexible in location, the position requires availability during non-standard hours to align with global user demand.
Learning & Development
This role offers hands-on experience improving training resources and participating in quality assurance processes, contributing directly to team effectiveness and knowledge sharing.
Company Values
The organization is driven by a mission to advance global crypto adoption, emphasizing financial freedom, inclusivity, and innovation. It fosters a culture rooted in merit, diversity, and respect, welcoming applicants from all backgrounds. The company strictly prohibits discrimination and harassment and is committed to equitable hiring practices, including consideration of candidates with criminal records in accordance with applicable law.
