Client Engagement Specialist, Trading Expert at Kraken

Building the Future of Open Finance 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. The team 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. The opportunity 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 explan