Client Engagement Specialist, Social
Job description
Customer support role on Kraken's CE Social team, acting as a first point of contact for clients on social media across all Payward brands. The role monitors and engages with clients in real time, handling account questions and troubleshooting with Kraken's six-star standard of care.
At a glance
- Work mode
- Remote
- Languages
- English – fluent, Chinese Mandarin – fluent
What you'll do
- Monitor social channels and respond promptly to client inquiries
- Work across multiple social platforms at once, prioritizing by urgency and volume
- Moderate our social communities and enforce community guidelines
- Proactively engage clients to grow Kraken's voice and presence on social
- Partner with internal teams on complex cases and process improvements
- Participate in team meetings, projects, and training sessions
- Stay current on new crypto trends, products, and technologies, and on Kraken's own product suite
What we're looking for
- 3+ years of experience in social media management, community management, or customer support
- Genuine crypto OG experience and knowledge, with a strong pulse on the APAC crypto scene and familiarity with Chinese crypto culture on social media
- Hands-on, user-side experience across platforms like X, Reddit, Telegram, LinkedIn, Discord, Facebook, and Instagram, plus app store reviews and Trustpilot
- Familiar with Sprinklr and social media management platforms, as well as tools like Zendesk, Jira/Confluence, and Slack
- Sharp attention to detail and the judgment to read intent and tone in client messages
- Resilience and multitasking ability for high-volume, high-pressure queues
- Comfortable knowing your work is public-facing as every reply is visible
- Flexibility to work scheduled shifts (between 4 am to 12 pm UTC), including weekends
- Fluent in English and Chinese Mandarin, with confidence writing in Simplified Chinese
Nice to have
- Crypto-native experience strongly preferred
Your team
CE Social
Delivers exceptional customer support and community engagement for Kraken across social media; answers questions, resolves concerns, and drives conversations in communities.
How to get hired
- 1We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process
Apply
About Kraken
Building the Future of Open Finance
Founded in 2011, Kraken is one of the world's longest-standing crypto platforms, trusted by over 10 million individuals and institutions across the globe. It offers spot trading, margin, futures, staking, and OTC services, with products built for both individual investors and institutional clients. Payward is the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks.
Mission
To advance an open, global financial system.
Key facts
- 2011
- Crypto / financial infrastructure
- Founded in 2011
- Trusted by over 10 million individuals and institutions across the globe
- Offers spot trading, margin, futures, staking, and OTC services
- Payward has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry