Support/Risk 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 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 DISCLOSURE Salary 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. 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.