Client Engagement Social Specialist

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Oversee social media channels and respond swiftly to client inquiries.

• Manage multiple social platforms at once, prioritizing based on urgency and volume.

• Moderate social communities and uphold community standards.

• Actively engage with clients to enhance Kraken's voice and visibility on social media.

• Collaborate with internal teams on intricate cases and process enhancements.

• Take part in team meetings, projects, and training activities.

• Remain informed about cryptocurrency trends, products, technologies, and Payward's offerings.

• Support social media accounts for Kraken, Kraken Pro, Krak, Payward, xStocks, Breakout Prop, and NinjaTrader.

• Manage real-time interactions, account-related inquiries, troubleshooting, and client assistance.

⛳️ Requirements

• Minimum of 3 years experience in social media management, community management, or customer support.

• Authentic experience and knowledge in cryptocurrency, with a strong understanding of the APAC crypto landscape and familiarity with Chinese crypto culture on social platforms.

• Practical experience with X, Reddit, Telegram, LinkedIn, Discord, Facebook, Instagram, app store reviews, and Trustpilot.

• Crypto-native experience is highly preferred.

• Knowledge of Sprinklr and social media management tools, Zendesk, Jira/Confluence, and Slack.

• Excellent attention to detail and the ability to interpret intent and tone in client communications.

• Strong resilience and multitasking skills for handling high-volume, high-pressure situations.

• Comfortable engaging in public-facing roles where every response is visible.

• Availability to work scheduled shifts between 4 am and 12 pm UTC, including weekends.

• Proficient in English and Chinese Mandarin, with the ability to write confidently in Simplified Chinese.

🏝️ Benefits

• Six-star standard of care and the opportunity to represent the Kraken and Payward brands publicly.

• Participation in team meetings, projects, and training sessions.

• An equal opportunity workplace that considers qualified applicants with criminal histories in accordance with the San Francisco Fair Chance Ordinance.

• Continuous acceptance of applications unless a specific deadline is provided.