KrakenClient Engagement Specialist, Social - Fixed Term
Client Engagement Specialist for Social Media, focusing on customer support and community engagement in the crypto space. Requires Mandarin and English fluency, remote work, and flexible hours.
Building the Future of Crypto
Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different?
Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Proof of work
The team
CE Social is dedicated to delivering exceptional customer support and community engagement via social media. We address questions, feedback, and concerns to ensure quality customer experience. We drive and facilitate conversations in our Social communities, and never shy away from engaging with both Kraken clients and potential clients alike. Our team excels in fast communication, problem-solving, and proudly represents Kraken’s voice publicly. We are the eyes & ears for Kraken in the Social landscape & our aim is to provide the best Social support in Crypto while growing and strengthening our Social communities.
As part of CE Social, you will monitor and engage with clients on social media, serving as the first point of contact for customer support. You’ll address inquiries, troubleshoot issues, and provide guidance while ensuring top-tier service. This includes managing real-time conversations, addressing account-related questions, and upholding Kraken’s six-star service.
You’ll also collaborate with internal teams to resolve complex issues and contribute to projects that enhance user experience and improve processes. We proudly act as a voice for Kraken in the public sphere and support Kraken’s reputation for excellent client care and community engagement on social media.
This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.
The opportunity
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 voice and presence
Moderate our social communities
Excel in high-pressure work environments and adapt seamlessly to the dynamic landscapes of social media and cryptocurrency
Engage with and support our Mandarin-speaking community across platforms
Actively participate in team meetings, projects & training sessions, staying up to date with industry developments and our comprehensive product + service range
Continuously enhance the client experience by delivering exceptional, 6-star 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
Skills you should HODL
Strong knowledge and user-side experience with multiple social media platforms such as: X, Reddit, Telegram, Discord, Facebook, Instagram, etc, preferably within the crypto space
Native-level Mandarin (Chinese) proficiency with strong English communication skills (written and spoken)
Experience in social media management, community management and social community moderation
A love for Kraken & Crypto culture, with a strong desire to be on a high performing and evolving team that is always pushing their growth
Strong attention to detail, with the ability to grasp the meaning and intent of client interactions while delivering a six star experience
Excellent multitasking skills and stress resilience for handling a high volume of requests
Willingness to work scheduled hours & possibly weekends as needed
Comfortable with your communication and client interactions being in a public setting
This role offers a fixed term contract, for the duration of 6 month.
Interested so far? Here’s how the hiring process will look:
Pre-screen assessment - around crypto and customer support (to be completed in 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)
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.
We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!
We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments are designed to evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Assessment results are considered alongside other relevant information, such as experience and interviews, and are not the sole basis for any employment decision.
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
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