Client Engagement Social Specialist

Kraken
Malaysia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Attention to detail","Judgment","Resilience","Multitasking","Community engagement"]

Monitor Kraken’s social channels and provide real-time support as a first point of contact. You’ll respond to client and prospect questions, moderate communities, and enforce guidelines across multiple platforms and Kraken’s brands. Partner with internal teams to resolve complex issues and improve processes, while staying current on crypto trends and Kraken’s product suite. The role is public-facing and requires shift flexibility in APAC-friendly UTC hours.

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FursaFursa
Kraken
Kraken
20 hours ago

Client Engagement Social Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Monitor Kraken’s social channels and provide real-time support as a first point of contact. You’ll respond to client and prospect questions, moderate communities, and enforce guidelines across multiple platforms and Kraken’s brands. Partner with internal teams to resolve complex issues and improve processes, while staying current on crypto trends and Kraken’s product suite. The role is public-facing and requires shift flexibility in APAC-friendly UTC hours.
Location: Malaysia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Monitor social channels and respond promptly to client inquiries across multiple platforms.
  • •Work across several social platforms at once, prioritizing conversations by urgency and volume.
  • •Moderate social communities and enforce community guidelines.
  • •Proactively engage clients to grow Kraken’s voice and presence on social.
  • •Partner with internal teams to resolve complex issues and contribute to process improvements.

Key Requirements

  • •3+ years of experience in social media, community management, or customer support.
  • •Strong crypto knowledge, with awareness of the APAC crypto scene and Chinese crypto culture on social media.
  • •Hands-on experience engaging users on X, Reddit, Telegram, LinkedIn, Discord, Facebook, and Instagram (plus app store reviews and Trustpilot).
  • •Familiarity with Sprinklr and social media management tools, and tools like Zendesk, Jira/Confluence, and Slack.
  • •Fluency in English and Chinese Mandarin, with confidence writing in Simplified Chinese.
Experience:Crypto
Skills:Attention to detailJudgmentResilienceMultitaskingCommunity engagement
Languages:EnglishChinese Mandarin
Tech Stack:SprinklrZendeskJiraConfluenceSlackXRedditTelegramLinkedInDiscordFacebookInstagramTrustpilot

Company Brief

Kraken
Kraken (Payward, Inc.) is a global cryptocurrency exchange and financial infrastructure provider offering spot and derivatives trading, staking, custody, tokenized assets and institutional services to retail and institutional clients.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2011
Glassdoor
Glassdoor: 4.2
WebsiteLinkedInGlassdoor