Support Operations
Support users of Kalshi's prediction market platform by responding to inquiries, troubleshooting issues, and educating on trading mechanics. Identify patterns, improve support processes and documentation, and provide feedback to Product and Engineering teams. Requires 2+ years in customer support or operations, strong communication, and problem-solving skills.
About the job
What You'll Do
User Support
- Respond to user inquiries across email, social channels, and other support touchpoints with speed and accuracy
- Guide users through account setup, trading mechanics, verification, and platform features
- Troubleshoot issues, diagnose root causes, and escalate complex technical problems when needed
- Manage sensitive user situations with professionalism, clarity, and empathy
Operations & Process Improvement
- Maintain and optimize support workflows, documentation, and knowledge base content
- Identify patterns in user issues and collaborate with Product and Operations to address root causes
- Track and analyze key support metrics (response time, resolution rate, CSAT, issue type frequency)
- Contribute to internal support playbooks, standard operating procedures, and tooling improvements
Market & Product Expertise
- Develop a deep understanding of prediction markets, event contracts, and trading mechanics
- Stay up to date on Kalshi’s market offerings, platform updates, and new features
- Educate users on prediction markets and how they can be applied in real-world contexts
- Provide insights to Product, Engineering, and Operations teams based on recurring user feedback
What You Bring
Required:
- 2+ years of experience in customer support, operations, customer success, or a related role
- Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly
- Strong problem-solving and critical thinking abilities
- Comfort with technology and learning new tools quickly
- High attention to detail and strong organizational skills
- Ability to work independently and manage multiple priorities in a fast-paced environment
Bonus Points:
- Experience in fintech, trading platforms, marketplaces, or other regulated environments
- Familiarity with prediction markets, event contracts, or financial products
- Experience building or improving support processes, tools, or workflows
Compensation
NYC salary range: $90,000–$105,000 annually, plus equity and benefits.
Skills
Customer Support, Operations, Fintech, Prediction Markets, Event Contracts, Trading Platforms, Process Improvement, Metrics Analysis, Knowledge Base Management, Root Cause Analysis
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