Role RoadmapWe're expanding our
Support Operations function to deliver exceptional user experiences as Kalshi's user base grows. As a frontline representative of the company, you'll help users navigate prediction markets, resolve issues, and get the most out of our platform. You'll combine strong communication skills, operational rigor, and market knowledge to support users with speed, clarity, and empathy.
You'll work across Support, Operations, Product, and Engineering to improve processes, identify patterns in user behavior, and elevate the quality and reliability of our support ecosystem. This is a high-impact role based in our NYC office.
What You'll DoUser 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- 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- 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
- Educate users on prediction markets and how they can be applied in real-world contexts
- Provide insights to Product, Engineering, and Operations teams based on recurring user feedback
What You BringRequired:- 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
- High attention to detail and strong organizational skills
- Ability to work independently and manage multiple priorities in a fast-paced environment
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 DisclosureSalary 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.
