Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • Join Kraken, a global leader in the cryptocurrency space, and play a pivotal role in shaping the future of digital finance. As a Client Engagement Specialist with a focus on Trading Experience, you will be at the forefront of assisting our diverse client base with their trading activities across a comprehensive suite of Kraken products.
- • This is a unique opportunity to become an integral part of a mission-driven company dedicated to accelerating the global adoption of crypto and empowering individuals with financial freedom and inclusion.
- • You will serve as the primary point of contact for clients seeking support with our advanced trading platforms, including Kraken Pro (web and app), Consumer App, Consumer Web, Crypto Deposits & Withdrawals, and Kraken Desktop.
- • Your expertise will extend to assisting clients with spot trading, margin trading, and futures trading, ensuring they have a seamless and successful trading journey.
- • The Trading Experience team is central to Kraken's business model, as trading is our primary source of revenue. Your contributions will directly impact client satisfaction and retention by providing exceptional support.
- • You will engage with clients from all backgrounds, ranging from complete beginners navigating their first crypto trades to sophisticated professional traders executing complex strategies.
- • Collaborate closely with internal departments such as Product, Compliance, Engineering, and other Support teams to troubleshoot technical issues, identify bugs, and advocate for client needs.
- • Dive deep into the intricacies of trading, assisting clients with order placement, understanding leverage, explaining charting tools, breaking down fee structures, and reporting any encountered bugs.
- • Provide clear and concise explanations for complex financial calculations, including fees, margin levels, and profit/loss (P&L) statements.
- • Contribute to the continuous improvement of our support resources by assisting in the management of the Consumer Trading Futures Kraken Desktop support team.
- • This includes performing Quality Assurance (QA) for other specialists, enhancing training materials, and updating internal knowledge base articles (e.g., Confluence).
- • Play a proactive role in testing and providing valuable feedback on new trading features before they are released to the public, helping to refine and perfect our product offerings.
- • Monitor trading activity to identify potential fraudulent actions or trade-out attacks, contributing to the security and integrity of the Kraken ecosystem.
- • Embrace a culture of continuous learning and adaptation, as the crypto landscape and Kraken's product suite are constantly evolving.
- • Leverage your passion for crypto and trading to build trust and rapport with clients, guiding them through their trading journey with confidence and expertise.
- • This fixed-term contract role offers a dynamic and challenging environment where you can make a tangible impact on client success and the growth of Kraken.
- • Become a Krakenite and contribute to building the future of crypto, working alongside a world-class team of crypto conviction.
- • As a fully remote company, you'll have the flexibility to work from anywhere, connecting with colleagues across 70+ countries and speaking over 50 languages.
- • You will be part of an industry-leading company committed to security, crypto education, and unparalleled client support.
- • This role is ideal for individuals who are passionate about crypto, possess strong analytical and problem-solving skills, and excel in client-facing roles.
- • Your ability to communicate complex information clearly and empathetically will be key to your success in this position.
- • You will gain invaluable experience in the rapidly evolving world of cryptocurrency trading and support, working with cutting-edge technology and a global user base.
- • Contribute to Kraken's mission of accelerating crypto adoption and fostering financial inclusion worldwide.
- • Be a part of a company that values crypto ethos and fosters a culture of innovation and collaboration.
- • This role requires availability to work evenings and weekends to provide comprehensive support to our global client base.
- • You will be instrumental in ensuring clients have a positive and productive trading experience on Kraken's platforms.
- • Help us maintain our reputation for world-class client support by delivering exceptional service in every interaction.
- • This is a fixed-term contract position for a duration of 6 months, offering a focused and intensive experience within the Trading Experience team.
🎯 Requirements
- • Fluent in English.
- • Knowledge and experience using Kraken's trading platforms, particularly Kraken Pro.
- • Understanding of trading concepts, charting, and leveraged trading (Futures and/or Margin).
- • Proven client support experience, preferably in a technical or financial services environment.
- • Good mathematical and analytical skills for calculations and problem-solving.
- • Ability to learn quickly and adapt to a fast-paced, evolving product environment.
- • Availability to work evenings and weekends.
🏖️ Benefits
- • Opportunity to work remotely from anywhere in the world.
- • Gain in-depth experience in the rapidly growing cryptocurrency trading industry.
- • Be part of a mission-driven company focused on financial inclusion and crypto adoption.
- • Work with a talented and passionate global team.
- • Contribute to the development and improvement of cutting-edge crypto trading products.
Skills & Technologies
Remote
Degree Required
About Kraken
Kraken is a global cryptocurrency exchange established in 2011, offering spot and futures trading for Bitcoin, Ethereum and 200+ digital assets. Headquartered in San Francisco with entities worldwide, it serves retail and institutional clients, providing custody, staking, an NFT marketplace and OTC desk. The platform emphasizes security, regulatory compliance and educational resources.
