Role RoadmapWe're looking for a
Support/Risk Operations Analyst to own the risk support ticket queue, which include the cases that sit at the intersection of fraud, KYC, account security, and user trust. This is a high-volume, ticket-heavy role. You will be working cases every day: account takeovers, identity verification failures, fraud disputes, account restrictions, and more. If you're not comfortable living in a support queue, this isn't the right role.
You'll operate primarily out of Intercom, working closely with our Risk, Compliance, and Surveillance teams. You should be comfortable making judgment calls on complex cases, communicating clearly with affected users, and maintaining SLAs across a queue that currently runs 400+ open tickets.
What You'll Do- Own and work through the risk ticket queue daily, covering account security, general fraud, account restrictions, and KYC cases
- Triage and prioritize cases based on urgency (ATOs and account security first; KYC last)
- Communicate directly with users in sensitive, high-stakes situations clearly, accurately, and with the right tone
- Collaborate with the Risk team to identify patterns, escalate edge cases, and close the feedback loop
- Flag product and engineering issues surfaced in case reviews (wrong error messages, broken routing, edge cases in Roe/Fin workflows)
- Help define SOPs and escalation paths as we document and mature this function
- Maintain SLA targets across all queue types as volume scales
What You Bring- 1-4 years of experience in fraud operations, risk ops, AML/BSA compliance, KYC review, or a closely related function
- Genuine risk background: you should understand what you're reviewing, not just how to close tickets
- Thick skin and high output: the queue is real, the volume is real, and the cases are hard
- Clear written communication: you'll be the voice of Kalshi to users in difficult situations
- Judgment: you'll be making calls on cases with real consequences for real users
- Comfort operating in ambiguous, fast-moving environments with incomplete tooling
- Familiarity with Intercom, Zendesk, or similar support tooling is a plus
- Experience at a fintech, crypto exchange, prediction markets platform, or DFS operator is a strong plus
NYC Pay Transparency DisclosureSalary Range: $80,000 to $90,000 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.
