客户参与社交专员

Tags: Web3 Jobs • Web3 Customer Support Jobs • Blockchain Community Manager Jobs • Cryptocurrency Social Media Jobs • Web3 Remote Jobs • Web3 Full Time Jobs • Blockchain Web3 JobsBuilding the Future of Open FinancePayward - 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.Before you apply, we encourage you to explore our culture page to understand what drives us and how we work.The teamFounded 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.CE Social delivers exceptional customer support and community engagement for Kraken across social media. We answer questions, resolve concerns, and drive conversations in our communities, never shying away from engaging with clients and prospects alike. We're fast, resourceful, and proud to represent Kraken's voice publicly. We're Kraken's eyes and ears on social, and our goal is to run the best social support team in the financial space.As part of CE Social, you'll monitor and engage with clients on social media as a first point of contact for support, handling real-time conversations, account-related questions, and troubleshooting with Kraken's six-star standard of care. You'll be responsible for supporting all of Payward's brands on social, replying to inquiries across our Kraken, Kraken Pro, Krak, Payward, xStocks, Breakout Prop, and NinjaTrader handles. You'll also partner with internal teams to resolve complex issues and contribute to projects that improve the client experience. You're a voice for Kraken in public, helping build its reputation for great client care and community engagement.The opportunityMonitor social channels and respond promptly to client inquiriesWork across multiple social platforms at once, prioritizing by urgency and volumeModerate our social communities and enforce community guidelinesProactively engage clients to grow Kraken's voice and presence on socialPartner with internal teams on complex cases and process improvementsParticipate in team meetings, projects, and training sessionsStay current on new crypto trends, products, and technologies, and on Kraken's own product suiteWhat you bring3+ years of experience in social media management, community management, or customer supportGenuine crypto OG experience and knowledge, with a strong pulse on the APAC crypto scene and familiarity with Chinese crypto culture on social media. You're plugged into the space, know the key players, and stay on top of what's happening.Hands-on, user-side experience across platforms like X, Reddit, Telegram, LinkedIn, Discord, Facebook, and Instagram, plus app store reviews and Trustpilot. Crypto-native experience strongly preferred.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 messagesResilience and multitasking ability for high-volume, high-pressure queuesComfortable knowing your work is public-facing as every reply is visibleFlexibility to work scheduled shifts (between 4 am to 12 pm UTC), including weekendsFluent in English and Chinese Mandarin, with confidence writing in Simplified Chinese.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 commitmentPayward 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.Stay connectedFollow us on TwitterLearn on the Kraken BlogConnect on LinkedInCandidate Privacy NoticeApply here 👉 Client Engagement Social Specialist