Client Engagement Ops Analyst - Content

Building the Future of Crypto

Our Krakenites are a world-class team with crypto conviction united by our desire to discover and unlock the potential of crypto and blockchain technology.

What makes us different?

Kraken is a mission-focused company rooted in crypto values. As a Krakenite you’ll join us on our mission to accelerate the global adoption of crypto so that everyone can achieve financial freedom and inclusion. For over a decade Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply please read the Kraken Culture page to learn more about our internal culture values and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here .

As a fully remote company we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders institutions and newcomers to the space. Kraken is committed to industry-leading security crypto education and world-class client support through our products like Kraken Pro Desktop Wallet and Kraken Futures .

Become a Krakenite and build the future of crypto!

Proof of work

The team

At Kraken our mission is to accelerate the global adoption of cryptocurrencies. We know that for many people crypto can still feel complex which is why our Client Experience (CX) team exists: to make the journey simple intuitive and empowering.

As our global user base and range of products continue to grow delivering a seamless end-to-end client experience becomes increasingly critical. By understanding how clients interact with our platform and what they need at each stage of their journey our client experience team helps make crypto more approachable and supports a more inclusive financial system.

Our Client Experience & Content team plays a central role in this mission combining analytical rigor thoughtful storytelling and cross-functional collaboration to turn data into insights that improve every client touchpoint. As we scale we’re looking for a Client Experience Analyst who shares our passion for data innovation and the transformative potential of crypto.

The opportunity

• Support the Client Experience organization by measuring and analyzing client sentiment across support and digital channels helping identify trends satisfaction drivers and areas for improvement over time.

• Own client experience measurement programs end to end including NPS and other surveys from analysis through insight generation to support data-informed decision-making.

• Develop and deliver regular reporting on Support Center performance tracking key experience metrics such as self-service adoption AI-assisted support performance and chatbot effectiveness.

• Analyze web and product analytics to understand client journeys behaviors and engagement across platforms identifying friction points and opportunities to improve the end-to-end experience.

• Build clear compelling insights and narratives by synthesizing complex datasets into actionable recommendations for leadership and cross-functional partners.

• Partner with Support Center content owners to support a data-informed content strategy ensuring help content is relevant discoverable and aligned with client needs.

• Collaborate with data Product Marketing and Regional Operations teams to extract analyze and apply insights from digital platforms and CRM systems.

• Support initiatives related to AI technologies in client-facing support experiences by helping analyze performance and impact on efficiency and client satisfaction.

Skills you should HODL

• 2+ years’ experience in web or digital analytics with a proven ability to translate diverse data sets into actionable insights.

• Strong proficiency in Excel/Google Sheets Mixpanel and the Google Suite.

• Familiarity with data visualization tools such as Quicksight Mixpanel or similar.

• Proven ability to communicate and present insights clearly and persuasively to varied audiences including senior leadership teams.

• Comfortable working in a dynamic fast-paced multicultural environment where priorities evolve quickly.

• Ability to work effectively with others demonstrating strong collaboration and a willingness to support cross-functional teams to achieve shared goals.

• Passionate about the cryptocurrency world and most importantly a learning attitude about new crypto-industry trends.

• Fluency in English.

This job is accepting ongoing applications and there is no application deadline.

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.

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents backgrounds contributions and unique perspectives. We hire strictly based on merit meaning we seek out the candidates with the right abilities knowledge and skills considered the most suitable 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 knowledgable about crypto!

As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s 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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