Client Engagement - Process Optimization Analyst

# 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](https://www.kraken.com/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](https://support.kraken.com/hc/en-us/articles/226090548-How-to-create-an-account-on-Kraken). 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](https://blog.kraken.com/crypto-education/security-at-kraken), [crypto education](https://blog.kraken.com/category/crypto-education), and [world-class client support](https://blog.kraken.com/crypto-education/support-at-kraken) through our products like [Kraken Pro](https://pro.kraken.com/), [Desktop](https://www.kraken.com/desktop), [Wallet](https://www.kraken.com/wallet), and [Kraken Futures](https://www.kraken.com/features/futures). **Become a Krakenite and build the future of crypto!**

## The opportunity - **Zendesk Administration & Configuration (Primary)** - Own and manage the Zendesk admin panel: triggers, automations, macros, views, ticket forms, ticket fields, SLAs, schedules, and routing rules - Design and implement ticket routing logic, escalation paths, and assignment rules to optimize agent workload distribution and response times - Build and maintain Zendesk business rules that enforce workflow standards across channels (email, chat, messaging, web forms) - Configure and manage Zendesk Chat/Messaging workflows including chatbot flows, proactive messaging triggers, and conversation routing - Create and maintain custom ticket forms, conditional fields, and dynamic content to improve data capture quality and agent efficiency - Manage user roles, permissions, groups, organizations, and access controls within Zendesk - Monitor Zendesk system health: audit trigger/automation conflicts, identify redundancies, and clean up deprecated rules on a regular cadence - Implement and manage SLA policies, business hours, and escalation workflows to meet contractual and operational targets - **AI & Automation** - Identify and implement AI and automation opportunities within Zendesk and adjacent CE tools (e.g., AI-assisted triage, auto-classification, intelligent routing, chatbot optimization, predictive analytics for case resolution) - Configure and optimize Zendesk AI features (e.g., intelligent triage, auto-tagging, suggested macros, generative AI for agents) where available - Design automation workflows that reduce manual agent effort - including auto-responses, conditional triggers, and multi-step process automations - Evaluate and recommend third-party AI/automation tools that integrate with Zendesk (e.g., Ada, Ultimate, Forethought, custom API integrations) - **Process Optimization & Stakeholder Support** - Partner with CE leadership and stakeholders to translate business requirements into Zendesk configurations and workflow solutions - Analyze ticket data, workflow performance, and SLA compliance to identify bottlenecks and high-impact optimization opportunities - Coach and enable service teams on optimized workflows, new features, and system changes - driving adoption and reducing friction - Escalate requests outside of technical scope to relevant teams (engineering, product, vendor support) - Contribute to the CE technical roadmap, including evaluation of new Zendesk features, marketplace apps, and system migration planning - Provide regular updates on assigned tasks and OKR progress in team stand-ups

## Skills you should HODL - **Must-Have (Technical)** - Hands-on Zendesk admin experience: proven ability to configure triggers, automations, macros, views, SLAs, ticket forms, routing rules, and user/group management at scale - Deep understanding of Zendesk ticket lifecycle, event model, and how triggers/automations interact and fire in sequence - Experience designing multi-channel support workflows (email, chat, messaging, web forms, social) within Zendesk or equivalent CS platform - Ability to troubleshoot workflow issues - diagnose trigger conflicts, automation failures, SLA miscalculations, and routing errors - Working knowledge of Zendesk Explore (or equivalent reporting tools) to pull data, build dashboards, and analyze workflow performance - Experience configuring chatbot flows and conversational workflows within Zendesk Messaging or similar platforms - Strong understanding of case management concepts: routing logic, escalation tiers, queue management, skill-based assignment, priority matrices - **Must-Have (Process & Soft Skills)** - Demonstrated process optimization experience within client engagement or customer service operations - Ability to translate business requirements into technical configurations and explain technical constraints to non-technical stakeholders - Strong critical thinking and structured problem-solving (root cause analysis, impact assessment, solution design) - Customer-obsessed mindset - understands that every system change impacts the end-client experience - Collaborative and proactive communicator who can manage stakeholder expectations across CE leadership and frontline teams

## Nice to haves - Zendesk Admin certification or equivalent platform certifications (Salesforce Service Cloud, Freshdesk, ServiceNow) - Experience with Zendesk API and webhooks - ability to build custom integrations, push/pull data, and extend platform capabilities - Coding/scripting skills: JavaScript, Python, or similar - for API calls, data manipulation, custom integrations, or building lightweight internal tools - Experience with Zendesk Apps Framework (ZAF) or building custom Zendesk apps/sidebar extensions - Familiarity with HTML/CSS/Liquid templating for customizing Zendesk Guide (help center), email templates, and dynamic content - Experience with Salesforce Service Cloud administration (cases, flows, assignment rules, Omni-Channel) as a secondary platform - Knowledge of Lean, Six Sigma, or other structured continuous improvement methodologies - Exposure to RPA tools (UiPath, Automation Anywhere) or low-code platforms (Zapier, Make/Integromat, n8n) for cross-system automation - Experience with AI/ML platforms in customer service context (conversational AI, NLP-based tools, generative AI for knowledge management) - Background in fintech, crypto, or high-growth technology companies - Experience with system migration or platform consolidation projects (e.g., migrating from one CS platform to another)

Kraken (legally Payward, Inc.) is a US-based cryptocurrency exchange that facilitates trading of cryptocurrencies, stocks, futures, and ETFs in most US states. It serves over 10 million clients worldwide with $207 billion in quarterly trading volume and has expanded to tokenized equities for non-US customers.