Client Engagement Specialist, Social - Fixed Term

Client Engagement Specialist, Social - Fixed Term

Join Kraken as a Client Engagement Specialist in our Social team. In this role, you will be the first point of contact for clients on social media. You will help address inquiries, troubleshoot issues, and provide guidance, all while ensuring an excellent customer experience.

About the Role

As part of our CE Social team, you will monitor and engage with clients across various social media platforms. Your goal is to provide top-tier service and enhance the client experience. This role is fully remote and requires fluency in English. You should be willing to work evenings and weekends.

What You'll Do

• Monitor our social channels and promptly address client inquiries.
• Multitask and navigate across multiple social media platforms.
• Proactively engage clients and contribute to growing Kraken’s social media presence.
• Moderate our social communities.
• Excel in high-pressure environments and adapt to the dynamic landscape of social media and cryptocurrency.
• Engage with and support our Mandarin-speaking community across platforms.
• Participate in team meetings, projects, and training sessions to stay updated on industry developments and our product range.
• Enhance the client experience by delivering exceptional service in every interaction.
• Continuously learn about new crypto trends, products, and technologies.
• Understand Crypto Culture and strengthen Kraken’s contributions to it via Social.

What We're Looking For

• Strong knowledge and user experience with social media platforms such as X, Reddit, Telegram, Discord, Facebook, and Instagram, preferably in the crypto space.
• Native-level Mandarin proficiency with strong English communication skills.
• Experience in social media management, community management, and social community moderation.
• A love for Kraken and Crypto culture, with a desire to be part of a high-performing team.
• Strong attention to detail and the ability to understand client interactions.
• Excellent multitasking skills and resilience for handling a high volume of requests.
• Willingness to work scheduled hours and possibly weekends as needed.
• Comfortable with public communication and client interactions.

Nice to Have

Experience or knowledge in crypto trends and technologies would be a plus.

What We Offer

This role offers a fixed-term contract for 6 months. We provide a supportive and inclusive work environment. Salary and benefits details will be discussed during the hiring process.

Hiring Process

• Pre-screen assessment focused on crypto and customer support (to be completed within 72 hours).
• Screening call with our Talent Acquisition team (30 minutes).
• Interview with the team (60 minutes).
• Final interview with the manager/director (60 minutes).

Applications are accepted on an ongoing basis unless a specific deadline is stated. We encourage you to apply even if you don’t meet all the listed requirements, especially if you are knowledgeable about crypto.

Kraken is an equal opportunity employer. We celebrate diversity and do not tolerate discrimination or harassment of any kind. We assess candidates based on their abilities, knowledge, and skills relevant to the job.

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