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Client Engagement Trading Specialist

Kraken is changing the world. Join the revolution!

Kraken

Icons/design/feather/users

51-200

Kraken is changing the world. Join the revolution!

Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world’s largest, most successful bitcoin exchanges and we are growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent.

In our first decade Kraken has risen to become one of the best and most respected crypto exchanges in the world. We are changing the way the world thinks about money and finance. The crypto industry is experiencing unprecedented growth and Kraken is leading the charge. We’ve grown from 70 Krakenites in January 2017 to over 1800 today and we have no intention of slowing down.

This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.

We’re accepting applicants for our Client Engagement team, which provides first rate customer support to our users and also handles most aspects of payments operations. Our team is one of the best in the industry, and we’re looking for people who can make us better.

For this role, we are looking for candidates who have previous experience in trading customer support or financial customer support.

Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.

Responsibilities

  • Answer clients trading related inquiries and educate them on our services across different support channels

  • Diagnose and resolve trading requests internally and externally

  • Work with our internal team to optimize, automate, improve processes and procedures

  • Become an expert on our platforms, mobile apps and ensure support information is up to date internally and client facing

  • Periodically utilizing e-mail, responding to 20 to 150 client concerns regarding trading (explaining margin, answering questions about order execution), digital asset transfers (looking at block explorers, answering questions about bitcoin transactions), and other trading questions on daily basis

Requirements

  • Strong written English communication skills 

  • Strong desire to learn in a fast paced industry

  • Excellent client service skills

  • Comprehensive understanding of crypto terminology

  • 1+ years of previous experience in financial services, mathematics, crypto, trading or customer support

  • Computer literacy, ability to learn and navigate new software

  • Security and privacy focused

  • Crypto trading experience, preferably on multiple platforms

  • High output -- metrics-based experience is helpful

  • Able to make quick decisions autonomously and efficiently meet deadlines

  • Ability to monitor own work to ensure quality

  • Acute attention to detail and accuracy

  • Loves helping people

  • Required to work some weekends

Nice to haves

  • Experience with API a major plus

  • Fluency in other languages, with a preference for fluency in Spanish

  • Previous remote work experience

  • Degree relevant to Mathematics, Finance, Economics, Statistics.

  • Excellent abilities in organization, coordination and project management

  • Experience working across cross-functional teams and time zones

  • Crypto trading experience, preferably on multiple platforms

  • Technical background is a plus

We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.

Check out all our open roles at https://www.kraken.com/careers. We’re excited to see what you’re made of.  

Learn more about us

About this role

December 18th, 2021

May 13th, 2021

Full Time

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About Kraken

Learn about Kraken and their company culture.

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Based in San Francisco, Kraken is the world’s largest global bitcoin exchange in euro volume and liquidity. Kraken’s clients also trade USD, CAD, ETH, XRP, LTC, and other digital currencies, on a platform consistently rated the best and most secure bitcoin exchange by independent news media.

Kraken’s employees are generally not listed on LinkedIn due to the company’s security policy.

Founded in 2011, Kraken was the first bitcoin exchange to have its market data displayed on the Bloomberg Terminal, the first to pass a cryptographically verifiable proof-of-reserves audit, and one of the first exchanges to offer leveraged bitcoin margin trading. Kraken is trusted by millions of traders, institutions, and authorities across the world, from Toyko’s court-appointed trustee to Germany’s BaFin regulated Fidor Bank. In January 2016, Kraken announced that it was acquiring prominent bitcoin exchanges Coinsetter and Cavirtex to expand into American and Canadian markets. In 2019 Kraken acquired Crypto Facilities a registered futures platform.

Kraken is backed by investors including, Money Partners Group, Hummingbird Ventures, Blockchain Capital, and Digital Currency Group, among others.

"We wake up every single day determined to change the world by delivering a great exchange. Bitcoin is more than just a new way to make purchases. It’s even more than a protocol for exchanging value over the internet without an intermediary. We are empowering people to live simply, efficiently and more connected to others. We put our clients’ best interests first and foremost. They are at the heart of our company and drive everything we do. We believe in having a laser focus when pursuing our strategic goals and participate only in markets where we can make a significant contribution. We believe in complete transparency, deep collaboration and we never forget that people come first. Having this mindset allows us to grow and advance at a rate which others cannot."​
Jesse Powell, CEO of Kraken

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