Crypto Funding Support Specialist - Fixed Term

Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.

Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.

As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures.

The Trading Exp team boasts an impressive roster of skills in the field of crypto funding infrastructure within an exchange. It is absolutely essential that our clients have a seamless cryptocurrency deposit and withdrawal experience, and that wouldn’t be possible without our Crypto Funding Specialists. We make certain that our clients get the most out of our crypto and staking offerings. Our team is constantly adapting to changes in processes, regulations, and developing technologies in the crypto world. Members of our team are talented individuals, who combine their crypto passion with a deep understanding of cryptocurrency funding flows ensuring client satisfaction.

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

Our Trading Exp support team handles inquiries from clients using our pro web, pro app, consumer app, consumer web, crypto deposits and withdrawals and Kraken desktop applications. Anything related to trading falls in our wheelhouse and we’ve recently cross trained in crypto deposit/withdrawal 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.

• Answer clients’ Crypto DW/ Trading/Consumer/Kraken Desktop questions via text and live support channels (Zendesk/Email/possibly Telegram).

• 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 crypto funding activity looking for fraudulent actions.
  

• Fluent in English

• Knowledge and experience using our Kraken Pro platform

• Knowledge of trading, charting, understanding of leveraged trading (Future/Margin or preferably both)

• Client support experience

• Good math skills

• Fast learner, able to adapt to change - our products are always changing

• Available to work evenings and weekends

• Experience with other platforms like Coinbase, Binance, OKEX, Bitmex, Bybit, Deribit etc.

• Experience with Google Sheets and Google Script.

• Experience with our or other similar platforms API

• Security and privacy focused, ability to read Blockchain Documentation

• Technical understanding of how most major cryptocurrencies function

• Speaks French, German and/or Spanish (in addition to English)

• Other data analytic skills/experience
  

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