Support Operations

Job description

WHAT IS KALSHI? Kalshi has defined a new category: prediction markets. Kalshi allows people to trade on the outcome of any events and turn any question about the future into a financial asset. Kalshi fought for years and legalized prediction markets in the US for the first time in history, is currently the fastest growing financial market in America, and has thousands of markets across politics, economics, financials, weather, tech, AI, culture and more. We believe prediction markets have the potential to be the largest financial market because they turn anything into a financial position. - Our vision: well… build the largest financial market on the planet. - Our mission: bring more truth to the world through the power of markets. Our culture is simple: we hire really talented people, work really hard, and enjoy the climb. We are looking for ambitious and exceptional people to join our (relatively small) team to help us build the next generation of financial markets. ROLE ROADMAP We’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 DO 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 - 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 BRING 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 - 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 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. If you are passionate about what you do and want to use your talents to support our mission and values, we’d love to hear from you.