Support Operations, Kalshi Prime

The role

You will act as the first point of contact for Prime customers, including individual traders and institutional clients. You will handle support inquiries, guide institutional onboarding, manage complaints, and assist with general operations tasks. You will also build support processes, documentation, and reporting tools.

What you will do

• Answer Prime account holders via email, chat and in-app support regarding margin, funding, withdrawals, positions, liquidations and account status
• Guide institutional clients through onboarding by reviewing entity documents and following up on gaps
• Own first-level complaint handling including acknowledging, logging, escalating and tracking complaints
• Coordinate with Compliance, Surveillance, Risk and Engineering on account holds and restrictions
• Keep complete, accurate records of customer interactions for regulatory requirements
• Cover other Kalshi Operations queues such as identity verification, account security and fraud reviews
• Help during launches, incidents and volume spikes
• Build and maintain Prime macros, help center articles, SOPs and escalation playbooks
• Track and report on support metrics
• Improve workflows and automation including AI-assisted support tools

Required qualifications

• 2+ years in customer support, operations, client onboarding, compliance operations or a related role
• Excellent written communication
• Strong attention to detail and a habit of documenting your work
• Good judgment about when to resolve an issue yourself and when to escalate it
• Comfort learning new tools quickly and juggling several queues and priorities at once
• Coachable and eager to take on more over time

Nice to have

• Experience at an FCM, broker-dealer, futures or crypto exchange, or another CFTC-, SEC- or NFA-regulated firm
• Familiarity with futures, perpetuals, margin or derivatives trading
• Experience with institutional or entity onboarding, KYB/KYC, or AML review
• Experience handling formal customer complaints or working closely with a compliance team
• Experience with Intercom or similar support tools, or building AI-assisted support workflows

Benefits

• equity
• benefits

About the company

Kalshi is a prediction market that allows people to trade on the outcome of any events. The company aims to build the largest financial market on the planet to bring more truth to the world through the power of markets.