Client Engagement Trading Specialist – APAC

Kraken | Take your crypto to the next level with Kraken

About

As one of the largest and oldest Bitcoin exchanges in the world, Kraken is consistently named one of the best places to buy and sell crypto online, thanks to our excellent service, low fees, versatile funding options and rigorous security standards -- but this is only part of the story. We’ve been on the forefront of the blockchain revolution since 2011.

Overview

San Francisco, CA, USA

krakenfx

Job Description

About Kraken
As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide – our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.
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, or trading (crypto or traditional assets)
    • 1+ years of previous experience in 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

Interested so far? Here’s how the hiring process will look like

    • Pre-screen assessment – around crypto and customer support (you have 72 hours to complete this)
    • Video screen with our Talent Acquisition team (45 minutes)
    • One interview with the Client Engagement team (60 minutes)
Location Tagging: #APAC #LI-JJI
We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background.
As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
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