[Hiring] Support Operations @Kalshi

Role Description

Kalshi Prime is one of the fastest-growing parts of Kalshi. As an FCM, Prime operates under CFTC and NFA rules. That means its support work has real obligations: complaints have to be acknowledged, logged, escalated and closed on set timelines, and every interaction has to be documented well enough to hold up to regulatory review.

You'll be the first point of contact for Prime customers, both individual traders and institutional clients. You'll also help build how Prime support runs: queues, macros, help center content, escalation paths and reporting. You'll work closely with Compliance, Surveillance, Risk, Product and Engineering.

Because we're a small team, this is also a generalist Operations role. When Prime is quiet, or another queue needs help, you'll work wherever it matters most that week: account security, identity verification, fraud review, market questions or a new launch. This is a high-impact role that can be remote (US) or based in our NYC office.

What You'll Do

• Kalshi Prime Support
  • Answer Prime account holders across email, chat and in-app support about margin, funding and withdrawals, positions, liquidations and account status.
  • Guide institutional clients through onboarding: request and review entity documents (formation, ownership and control, tax forms), follow up on gaps, and send complete files to Compliance for approval.
  • Own first-level complaint handling: acknowledge complaints quickly, log each one in full detail, escalate to Compliance, and track it until it's resolved within required timelines.
  • Coordinate with Compliance, Surveillance, Risk and Engineering on account holds, restrictions and escalations, and explain outcomes to customers clearly and accurately.
  • Keep complete, accurate records of customer interactions to meet regulatory recordkeeping requirements.
• Kalshi Operations Generalist
  • Cover other Kalshi Operations queues as needed: exchange account questions, identity verification, account security and lockouts, and risk and fraud reviews.
  • Help during launches, incidents and volume spikes, wherever the backlog is.
  • Spot patterns across queues and bring them to Product, Engineering and Risk with examples and volumes.
• Process, Tooling & Documentation
  • Build and maintain Prime macros, help center articles, SOPs and escalation playbooks.
  • Track and report on support metrics such as first response time, resolution time, complaint aging and CSAT.
  • Improve workflows and automation, including AI-assisted support tools, so the team can scale without losing quality.
• Market & Product Expertise
  • Learn how futures, margin and event contracts work at Kalshi well enough to explain them simply.
  • Keep up with new Prime products and platform changes, and update documentation before customers start asking.

Qualifications

• 2+ years in customer support, operations, client onboarding, compliance operations or a related role.
• Excellent written communication: you can explain margin, an account hold or a document request clearly to a retail trader and to an institutional client.
• Strong attention to detail and a habit of documenting your work. In a regulated business, the record is part of the job.
• Good judgment about when to resolve an issue yourself and when to escalate it.
• Comfort learning new tools quickly and juggling several queues and priorities at once.
• Coachable and eager to take on more over time; you enjoy the pace and ambiguity of a startup.

Nice to have

• Experience at an FCM, broker-dealer, futures or crypto exchange, or another CFTC-, SEC- or NFA-regulated firm.
• Familiarity with futures, perpetuals, margin or derivatives trading.
• Experience with institutional or entity onboarding, KYB/KYC, or AML review.
• Experience handling formal customer complaints or working closely with a compliance team.
• Experience with Intercom or similar support tools, or building AI-assisted support workflows.

Benefits

• Salary Range: $100,000–$115,000 annually, plus equity and benefits.

Commitment to Equal Opportunity

Kalshi is committed to creating a culture of inclusion and belonging, and we are proud to be an equal opportunity employer. We believe it is our collective responsibility to uphold these values and encourage candidates from all backgrounds to join us in our mission. All qualified applicants will be treated with respect and receive equal consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, national origin, disability, uniform service, veteran status, age, or any other protected characteristic per federal, state, or local law.