Support Operations

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.