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!

PROOF OF WORK

THE TEAM

The Client Engagement Data Analyst – AI sits at the intersection of Client Engagement operations, data infrastructure, and AI capability. This role exists to ensure that the data signals flowing through our support systems are clean, well-structured, and ready to power AI-driven insights and automation.

But this is more than a data role. We are looking for someone who has actually orchestrated AI to solve real business problems, not just someone who uses AI tools, but someone who has built the systems, data foundations, and governance frameworks that allow AI to make good decisions at scale. In most organizations, the bottleneck isn’t the AI model, it’s the quality and structure of the data feeding it. This person knows how to remove that bottleneck.

Working closely with the Process Optimization & Automation Team, you will co-own the logic and governance that shapes how support data is structured, tagged, and interpreted and translate that structure into meaningful reporting that drives decisions across Client Engagement and beyond.

This is a role for someone who is equally comfortable designing a data model and presenting a dashboard to a senior stakeholder. You bridge the gap between operational reality and the data architecture needed to make AI work well on top of it. Just as importantly, you bring others along with you — building confidence and capability across the team as AI becomes embedded in how we all work.

THE OPPORTUNITY

AI ORCHESTRATION & OUTCOME DELIVERY

– Design and coordinate AI agent workflows that solve real operational problems, going beyond off-the-shelf tools to build systems that actually drive outcomes

– Identify where AI can deliver the most impact within CE operations and take ownership of making those use cases work end-to-end

– Establish the data foundations, tagging logic, and system architecture that allow AI to make accurate, reliable decisions

– Act as the team’s first mover — testing, applying, and refining new AI capabilities before they are rolled out broadly

DATA STRUCTURE & AI READINESS

– Design and maintain data models that support AI tagging, classification, and reporting across Client Engagement systems

– Audit and optimize data tables in Zendesk and connected platforms to ensure they are structured for AI consumption

– Define how support data categories, fields, and hierarchies map to desired AI output — working closely with the AI layer owner to ensure inputs are clean, consistent, and model-ready

– Identify gaps between current data structure and what is needed to unlock new AI capabilities

REPORTING & INSIGHTS

– Build and maintain dashboards and reports that surface AI performance signals, support trends, and operational health metrics

– Develop the Echo Report and other AI-driven reporting outputs that translate raw data into clear client and operational insights

– Monitor the feedback loop between AI outputs and human behavior — tracking when specialists accept, edit, or override AI-suggested categories, and what that tells us about model efficacy

– Proactively identify emerging patterns in support data and connect them back to reporting and signal strategy

CROSS-FUNCTIONAL TRANSLATION & TEAM UPLIFT

– Partner closely with senior AI and engineering leaders — le