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about 2 months ago
Requirements and responsibilities
About the roleKraken is a mission-focused crypto company. As a fully remote organization, Krakenites work across many countries and support experienced traders, institutions, and newcomers through products like Kraken Pro, Desktop, Wallet, and Kraken Futures.As a Client Engagement Trading EXP specialist, you’re the first point of contact when clients need assistance with any of Kraken’s trading products (consumer, spot, margin, futures, and Kraken Desktop). You will work closely with clients and potentially other internal departments (product, compliance, engineering, or other support teams) to solve clients’ technical issues while delivering excellent customer service.The trading experience team focuses on helping clients with their trading journey, from newbies to sophisticated professional traders. While you don’t need to be a master, you must have foundation knowledge and a strong will to learn.This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.The opportunityAnswer 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 management of the 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 HODLFluent in English.Knowledge and experience using the Kraken Pro platform.Knowledge of trading and charting, including understanding of leveraged trading (futures/margin, or preferably both).Client support experience.Good math skills.Fast learner and able to adapt to change (products are always changing).Available to work evenings and weekends.Nice to havesExperience with other trading platforms (e.g., Coinbase, Binance, OKEX) or futures trading platforms (e.g., Bitmex, Bybit, Deribit).Experience with Google Sheets and Google Script.Experience with Kraken or similar platforms’ APIs.Speaks French, German and/or Spanish (in addition to English).Other data analytics skills/experience.Fixed termThis role offers a fixed term contract for the duration of 6 months.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)