Support Operations, Kalshi Prime

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

Kalshi Prime is one of the fastest-growing parts of Kalshi. As an FCM, Prime operates under CFTC and NFA rules. That means its support work has real obligations: complaints have to be acknowledged, logged, escalated and closed on set timelines, and every interaction has to be documented well enough to hold up to regulatory review.

You'll be the first point of contact for Prime customers, both individual traders and institutional clients. You'll also help build how Prime support runs: queues, macros, help center content, escalation paths and reporting. You'll work closely with Compliance, Surveillance, Risk, Product and Engineering.

Because we're a small team, this is also a generalist Operations role. When Prime is quiet, or another queue needs help, you'll work wherever it matters most that week: account security, identity verification, fraud review, market questions or a new launch. This is a high-impact role that can be remote (US) or based in our NYC office.

WHAT YOU'LL DO

KALSHI PRIME SUPPORT

- Answer Prime account holders across email, chat and in-app support about margin, funding and withdrawals, positions, liquidations and account status

- Guide institutional clients through onboarding: request and review entity documents (formation, ownership and control, tax forms), follow up on gaps, and send complete files to Compliance for approval

- Own first-level complaint handling: acknowledge complaints quickly, log each one in full detail, escalate to Compliance, and track it until it's resolved within required timelines

- Coordinate with Compliance, Surveillance, Risk and Engineering on account holds, restrictions and escalations, and explain outcomes to customers clearly and accurately

- Keep complete, accurate records of customer interactions to meet regulatory recordkeeping requirements

KALSHI OPERATIONS GENERALIST

- Cover other Kalshi Operations queues as needed: exchange account questions, identity verification, account security and lockouts, and risk and fraud reviews

- Help during launches, incidents and volume spikes, wherever the backlog is

- Spot patterns across queues and bring them to Product, Engineering and Risk with examples and volumes

PROCESS, TOOLING & DOCUMENTATION

- Build and maintain Prime macros, help center articles, SOPs and escalation playbooks

- Track and report on support metrics such as first response time, resolution time, complaint aging and CSAT

- Improve workflows and automation, including AI-assisted support tools, so the team can scale without losing quality

MARKET & PRODUCT EXPERTISE

- Learn how futures, margin and event contracts work at Kalshi well enough to explain them simply

- Keep up with new Prime products and platform changes, and update documentation before customers start asking

WHAT YOU BRING

- 2+ years in customer support, operations, client onboarding, compliance operations or a related role

- Excellent written communication: you can expl