Client Engagement Specialist, Trading Expert

Kraken

3d • Remote

About The Position

As a Client Engagement Specialist, Trading Expert, you will be the first point of contact for clients needing assistance with trading products, including consumer, spot, margin, futures, and Kraken Desktop. The Trading EXP support team handles inquiries from various applications such as pro web, pro app, consumer app, consumer web, crypto deposits/withdrawals, and Kraken Desktop. Your role involves resolving clients' technical issues, providing excellent customer service, and assisting with trading-related inquiries like placing orders, managing leverage positions, charting, understanding fees, and reporting bugs. The team is focused on enhancing the client's trading experience, supporting everyone from beginners to sophisticated traders. A foundational knowledge of trading and a willingness to learn are essential.

Requirements

• Experience working in customer service roles, where you have proven to be a pro at delivering a 5 star experience. This can be within retail, hospitality, or a customer service center.
• Experience with trading platforms within digital assets or other assets, including advanced trading platforms. Ideally, you have used one of our products.
• Knowledge of trading and charting, with an understanding of leveraged trading (Futures/Margin, or preferably both).
• Good math skills.
• Fast learner, able to adapt to change, as our products are always changing.
• Fluent in English and available to work evenings and weekends. Working hours would likely be North America/EU.

Nice To Haves

• Deep knowledge of the crypto space, you're a true crypto degen who lives and breathes the industry, from market trends to community culture.
• Experience with Google Sheets and Google Script.
• Experience with our platform's API or similar platforms.
• Speaks French, German, and/or Spanish (in addition to English).
• Other data analytics skills or experience.

Responsibilities

• 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.).
• Providing 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed