From the listing
About the role
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.
CE Social delivers customer support and community engagement for Kraken across social media, answering questions, resolving concerns, and driving conversations in its communities.
As part of CE Social, you'll monitor and engage with clients as a first point of contact for support, handling real-time conversations, account-related questions, and troubleshooting. You'll support all of Payward's brands on social and partner with internal teams to resolve complex issues and improve the client experience.
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 social communities and enforce community guidelines.
- Proactively engage clients to grow Kraken's voice and presence on social.
- Support inquiries across Kraken, Kraken Pro, Krak, Payward, xStocks, Breakout Prop, and NinjaTrader handles.
- 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 they'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 and 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.
From the company page
Benefits
The hot takeJeff's read on Kraken
Hire-from-anywhere alert! Kraken will hire prospective employees from almost any country.