Support/Risk Operations
Own and triage a high-volume risk support ticket queue handling fraud, account takeovers, KYC, and security cases at a prediction market platform. Requires 1-4 years in risk/fraud ops, strong judgment, clear communication, and comfort in fast-paced ambiguous environments.
About the job
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.
Skills
Fraud Operations, Risk Operations, AML, Bsa Compliance, Kyc Review, Intercom, Zendesk
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