Support/Risk Operations

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

Compensation

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.