Support Ops (Intern)

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 OVERVIEW We're looking for a sharp, hungry Support Operations Intern to help us deliver exceptional customer experiences during a critical growth period. This role exists to ensure our users get fast, high-quality support so that our core team can focus on building the infrastructure and automation needed for our next phase of scale. You'll own Tier 1 and Tier 2 support tickets end-to-end - your job is to keep first reply times fast (under 10 minutes, 5 is the goal) and drive up customer satisfaction scores. The 20% of your time that isn't support will be spent synthesizing patterns from inbound tickets and surfacing them upstream to other teams. This is a near-term role (through Fall), with scope that could grow quickly if you perform. WHAT YOU'LL DO - Handle Tier 1 and Tier 2 support tickets across Intercom, maintaining first reply times under 10 minutes - Keep CSAT and CX scores high through clear, helpful, and accurate responses - Synthesize patterns in inbound support volume and relay signal upstream to operations, product, and engineering - Shadow senior team members on more complex tickets and escalate appropriately - Help maintain and improve internal support resources and pinned documentation WHAT YOU BRING MUST-HAVE - Genuine knowledge of prediction markets - ideally a Kalshi user - and fluency in trading concepts - Grit: you're down to grind, you don't need hand-holding, and you take ownership of your queue - Big-picture thinking paired with an obsession for small details - you understand why things matter, and you don't let things slip - Strong written communication; you can explain complex financial or operational concepts clearly and quickly - Good culture fit - low ego, high output, collaborative NICE-TO-HAVE - Prior experience in customer support, operations, or a fast-paced startup environment - Familiarity with support tooling (Intercom, Stripe, Plaid, or similar) - Currently enrolled in college NYC PAY TRANSPARENCY Salary Range: $20-25/hour 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.