Client Engagement Specialist, Trading Expert

Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system.

Before you apply, we encourage you to explore our culture page to understand what drives us and how we work.

Founded in 2011, Kraken is one of the world's longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients.

As a Client Engagement Specialist, Trading Expert you will be the first point of contact when our clients need assistance with any of our trading products - whether it be consumer, spot, margin, futures or kraken desktop.

Our Trading EXP support team handles inquiries from clients using our pro web, pro app, consumer app, consumer web, crypto deposits+withdrawals and kraken desktop applications. Anything related to trading falls in our wheelhouse and we’ve recently cross trained in crypto DW as well.

You will work closely with clients from all walks of life and potentially other internal departments such as product, compliance, engineering or other support teams to solve clients’ technical issues, while providing the excellent customer service our clients expect from Kraken.

The trading experience team is just that, all about the clients trading experience. Our business and main source of revenue is trading so it’s vital that we have a team able to assist clients placing orders, opening leverage positions, help with charting, breaking down fees, reporting bugs or anything trading related. Our clients rely on a team of experienced Kraken enthusiasts who can help them every step of the way on their trading journey from newbies, to people who just need to on/off ramp for DeFi degen trades to sophisticated professional traders. We’re all trading aficionados and obsessed with crypto and while we don’t expect you to be a master you must be familiar and have some foundation knowledge with the will to learn.
This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.

• 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

• 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.

• 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

Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.

Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.

We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Payward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto.

We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside experience and interviews, and are not the sole basis for any employment decision.

As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind, whether 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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