Client Engagement Data Analyst - AI

Kraken is a mission-focused company rooted in crypto values, aiming to accelerate the global adoption of crypto for financial freedom and inclusion. It is a fully remote company with employees in 70+ countries, developing premium crypto products for traders, institutions, and newcomers. Kraken is committed to industry-leading security, crypto education, and world-class client support through products like Kraken Pro, Desktop, Wallet, and Kraken Futures.

• 3–5 years experience as a data analyst, operations analyst, or similar role, ideally in fintech, crypto, or high-volume customer operations
• Demonstrated experience coordinating AI agents (e.g., OpenClaw, LangChain, CrewAI) or building AI-powered workflows solving real business problems
• Proven track record setting up data foundations, structures, and governance enabling AI functionality
• Strong SQL skills for querying and transforming data across complex systems
• Hands-on experience with Zendesk or comparable CX/case management platforms, understanding data structures, ticket fields, tags, and reporting
• Proficiency with BI tools such as Looker, Mixpanel, or similar, capable of independently building and owning dashboards
• Experience designing or contributing to data taxonomy, tagging frameworks, or classification systems
• Ability to translate between operational language and technical/data requirements, comfortable working with frontline teams and engineers
• Familiarity with AI/ML systems' consumption of structured data and understanding of model-ready data
• Genuine desire to teach and uplift others, raising AI capability across the team

Nice to have:

• Exposure to AI tagging pipelines, LLM-based classification, or RAG-based knowledge systems
• Experience with Python or scripting for data transformation and automation
• Background in crypto, digital assets, or compliance-adjacent operations
• Familiarity with process mining tools or workflow automation platforms (e.g., n8n, Zapier, Make)
• Lean Six Sigma or similar process improvement certification

AI Orchestration & Outcome Delivery:

• Design and coordinate AI agent workflows that solve real operational problems beyond off-the-shelf tools
• Identify impactful AI use cases within Client Engagement operations and own end-to-end implementation
• Establish data foundations, tagging logic, and system architecture for accurate AI decisions
• Test, apply, and refine new AI capabilities before broad rollout

Data Structure & AI Readiness:

• Design and maintain data models supporting AI tagging, classification, and reporting across Client Engagement systems
• Audit and optimize data tables in Zendesk and connected platforms for AI consumption
• Define mapping of support data categories, fields, and hierarchies to desired AI output
• Identify gaps between current data structure and requirements for new AI capabilities

Reporting & Insights:

• Build and maintain dashboards and reports showing AI performance signals, support trends, and operational health
• Develop AI-driven reporting outputs like the Echo Report translating raw data into client and operational insights
• Monitor feedback loops between AI outputs and human behavior to assess model efficacy
• Identify emerging patterns in support data and connect them to reporting and signal strategy

Cross-Functional Translation & Team Uplift:

• Partner with senior AI and engineering leaders to learn and contribute to new capabilities
• Act as a liaison between Client Engagement operations, AI/automation team, and engineering translating data needs into technical requirements
• Champion AI literacy across the Client Engagement team, enabling confidence and adoption
• Communicate data model changes and reporting outputs to non-technical stakeholders
• Contribute to backlog prioritization by sizing data readiness requirements for AI and automation initiatives

Applicants may redact or remove personal identifying information on resumes. The company considers qualified applicants with criminal histories consistent with the San Francisco Fair Chance Ordinance. Kraken is an equal opportunity employer and does not tolerate discrimination or harassment based on protected characteristics as outlined by law.