Customer Support Specialist – Social Media

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.
About the Role
Our ideal candidate is motivated to provide excellent client support, experienced in interacting with clients on various social media platforms, enjoys getting to the root of issues reported by clients and able to escalate these issues across multiple departments effectively. You should be stress-resistant and able to perform under pressure. Above all, you are passionate about Kraken’s mission to accelerate the adoption of cryptocurrency and you have a broad knowledge about cryptocurrencies and the industry at large. If our words have struck the right chord with you and you are up for another challenging yet exciting career opportunity, we would like to meet you! Help us continue to define and lead the industry.
Depending on the particular support situation, there will at times be work needed outside of the core working hours for this position, including mornings, evenings and weekends. You need to work with a large geographically dispersed team consisting of people possessing a broad understanding of and comfort with technology.

Responsibilities

    • You will provide support and assist clients on various social media platforms (Facebook, Twitter, Reddit and others)
    • You will support clients in relation to high touch escalations and platform incidents

Requirements

    • At least 2 years of relevant experience working with social media management platforms, like Sprout Social
    • At least 3 years of relevant experience in financial services, technology and/or customer support
    • You are a highly motivated, dedicated teammate with creative ideas to encourage customer loyalty and adoption
    • You have strong interpersonal skills and experience building strong internal and external relationships
    • You have the energy and patience to work in a dynamic environment and rapidly growing industry
    • You are passionate about cryptocurrencies and motivated to accelerate global crypto adoption
    • Excellent communication skills
    • Team-player who can also work independently
Location Tagging: #EU #US #APAC #CANADA #LI-Remote #LI-GW1
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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