Support Operations
User Support
User Support
- Respond to user inquiries across email, social channels, and other support touchpoints with speed and accuracy
- Guide users through account setup, trading mechanics, verification, and platform features
- Troubleshoot issues, diagnose root causes, and escalate complex technical problems when needed
- Manage sensitive user situations with professionalism, clarity, and empathy
Operations & Process Improvement
Operations & Process Improvement
- Maintain and optimize support workflows, documentation, and knowledge base content
- Identify patterns in user issues and collaborate with Product and Operations to address root causes
- Track and analyze key support metrics (response time, resolution rate, CSAT, issue type frequency)
- Contribute to internal support playbooks, standard operating procedures, and tooling improvements
Market & Product Expertise
Market & Product Expertise
- Develop a deep understanding of prediction markets, event contracts, and trading mechanics
- Stay up to date on Kalshi’s market offerings, platform updates, and new features
- Provide insights to Product, Engineering, and Operations teams based on recurring user feedback
- Provide education on prediction markets and their applications in real-world contexts
Required
Required
- 2+ years of experience in customer support, operations, customer success, or a related role
- Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly
- Strong problem-solving and critical thinking abilities
- Comfort with technology and learning new tools quickly
- A high attention to detail and strong organizational skills
- Ability to work independently and manage multiple priorities in a fast-paced environment
Bonus Points
Bonus Points
- Experience in fintech, trading platforms, marketplaces, or other regulated environments
- Familiarity with prediction markets, event contracts, or financial products
- Experience building or improving support processes, tools, or workflows
NYC Pay Transparency Disclosure
Salary Range: $90,000–$105,000 annually, plus equity and benefits.
This range reflects current market data for this role. Kalshi has minimal hierarchy and broad variance in experience levels within each title; if your compensation expectations exceed this range, we encourage you to reach out — we’re always happy to discuss.
Our Culture
Meritocracy is at our core, and we value people who take ownership and figure (usually hard) things out. We dream big. We love our craft deeply and are proud of what we put out in the world. We are committed to our vision of building something big… but also useful: a product that brings more truth through the power of markets.
Kalshians are Kalshi’s most important asset: we pick Kalshians carefully, so we trust them fully on day 1.
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.