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Provide real‑time text and live support for trading, futures, consumer and Kraken Desktop users, diagnose and resolve issues, test new features, and help maintain support documentation and QA processes.
A proven customer‑service professional with experience using trading platforms (especially digital assets), solid knowledge of leveraged trading and charting, strong math skills, and fluency in English with availability for evenings and weekends.
Trading drives Kraken’s revenue, so delivering a 5‑star trading experience keeps clients active, reduces friction, and protects the platform from fraud and bugs.
A crypto‑enthusiast who thrives in fast‑changing, remote environments, enjoys helping traders of all levels, and can quickly learn new product features while working flexible hours.
Building the Future of Open Finance
Payward - the parent company behind Kraken, NinjaTrader, Breakout, xStocks, Payward Services and CF Benchmarks - has spent the last 15 years building one of the most modern and globally accessible financial infrastructure platforms in the industry, built to advance an open, global financial system.
The team
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.
As a Client Engagement Specialist, Trading Expert you will be the first point of contact when our clients need assistance with any of our trading products - whether it be consumer, spot, margin, futures or kraken desktop.
Our Trading EXP support team handles inquiries from clients using our pro web, pro app, consumer app, consumer web, crypto deposits+withdrawals and kraken desktop applications. Anything related to trading falls in our wheelhouse and we’ve recently cross trained in crypto DW as well.
You will work closely with clients from all walks of life and potentially other internal departments such as product, compliance, engineering or other support teams to solve clients’ technical issues, while providing the excellent customer service our clients expect from Kraken.
The trading experience team is just that, all about the clients trading experience. Our business and main source of revenue is trading so it’s vital that we have a team able to assist clients placing orders, opening leverage positions, help with charting, breaking down fees, reporting bugs or anything trading related. Our clients rely on a team of experienced Kraken enthusiasts who can help them every step of the way on their trading journey from newbies, to people who just need to on/off ramp for DeFi degen trades to sophisticated professional traders. We’re all trading aficionados and obsessed with crypto and while we don’t expect you to be a master you must be familiar and have some foundation knowledge with the will to learn.
This is a fully remote role requiring English fluency. You must be willing to work evenings and weekends.
The opportunity
What you bring
Nice to haves
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.
Our commitment
Payward is powered by people from around the world and we celebrate the diverse talents, backgrounds, contributions, and unique perspectives that everyone brings to the table. We hire based on merit, seeking out people with the right abilities, knowledge, and skills 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 knowledgeable about crypto.
We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Results are considered alongside 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 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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