Client Engagement Ops Analyst - Remote Position at Kraken

About the Role

We are seeking a Client Engagement Ops Analyst to join our team at Kraken. This remote position offers a unique opportunity to contribute to the future of crypto. As a Client Engagement Ops Analyst, you will play a pivotal role in enhancing the client experience through data-driven insights and innovative strategies.

What You'll Do

• Support the Client Experience organization by measuring and analyzing client sentiment across support and digital channels.
• Own client experience measurement programs end to end, including NPS and other surveys, from analysis through insight generation.
• Develop and deliver regular reporting on Support Center performance, tracking key experience metrics.
• Analyze web and product analytics to understand client journeys and engagement across platforms.
• Build clear, compelling insights and narratives by synthesizing complex datasets into actionable recommendations.
• Partner with Support Center content owners to support a data-informed content strategy.
• Collaborate with data, Product, Marketing, and Regional Operations teams to extract and apply insights from digital platforms.
• Support initiatives related to AI technologies in client-facing support experiences.

Requirements

• 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.
• Comfortable working in a dynamic, fast-paced, multicultural environment.
• Passionate about the cryptocurrency world and a learning attitude about new crypto-industry trends.
• Fluency in English.

Nice to Have

• Experience with AI technologies in client support.
• Knowledge of the cryptocurrency market and trends.

What We Offer

• Competitive salary with opportunities for growth.
• Fully remote work environment with flexible hours.
• Access to industry-leading training and development resources.
• Collaborative and inclusive company culture.
• Health and wellness benefits.