Client Engagement - Process Optimization Analyst

📋 Description

• • As a Client Engagement - Process Optimization Analyst at Kraken, you will serve as the technical backbone for client experience operations, designing and maintaining the workflows, automations, and integrations that power seamless support across Zendesk and adjacent systems.
• • Your day-to-day responsibilities include owning Zendesk administration (triggers, automations, macros, views, SLAs, ticket forms, routing rules), designing multi-channel workflows, implementing AI-driven automation, analyzing performance data to identify bottlenecks, and partnering with stakeholders to translate business needs into technical solutions.
• • You will join Kraken’s Process Optimization team, which partners with Client Engagement leadership to engineer solutions that improve agent efficiency, reduce resolution times, and enhance customer satisfaction through continuous improvement and system optimization.
• • In this role, you will deepen your expertise in enterprise service platforms, gain hands-on experience with AI-integrated workflows, develop stakeholder management skills in a global remote environment, and contribute directly to Kraken’s mission of advancing global crypto adoption through operational excellence.