Client Engagement Specialist, Trading Expert

About the position

As a Client Engagement Specialist, Trading Expert, you will be the first point of contact for clients needing assistance with trading products, including consumer, spot, margin, futures, and Kraken Desktop. The Trading EXP support team handles inquiries from various applications such as pro web, pro app, consumer app, consumer web, crypto deposits/withdrawals, and Kraken Desktop. Your role involves resolving clients' technical issues, providing excellent customer service, and assisting with trading-related inquiries like placing orders, managing leverage positions, charting, understanding fees, and reporting bugs. The team is focused on enhancing the client's trading experience, supporting everyone from beginners to sophisticated traders. A foundational knowledge of trading and a willingness to learn are essential.

Responsibilities

  • 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 explanations etc.
  • Potentially monitor trading activity looking for fraudulent actions or trade out attacks.

Requirements

  • Experience working in customer service roles, where you have proven to be a pro at delivering a 5 star experience. This can be within retail, hospitality, or a customer service center.
  • Experience with trading platforms within digital assets or other assets, including advanced trading platforms. Ideally, you have used one of our products.
  • Knowledge of trading and charting, with an understanding of leveraged trading (Futures/Margin, or preferably both).
  • Good math skills.
  • Fast learner, able to adapt to change, as our products are always changing.
  • Fluent in English and available to work evenings and weekends. Working hours would likely be North America/EU.

Nice-to-haves

  • Deep knowledge of the crypto space, you're a true crypto degen who lives and breathes the industry, from market trends to community culture.
  • Experience with Google Sheets and Google Script.
  • Experience with our platform's API or similar platforms.
  • Speaks French, German, and/or Spanish (in addition to English).
  • Other data analytics skills or experience.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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