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The role involves providing high-quality user support across multiple channels to help users navigate prediction markets and resolve platform issues. Additionally, the position focuses on optimizing support workflows and collaborating with Product and Engineering teams to address root causes of user problems.
Candidates must have at least 2 years of experience in customer support, operations, or customer success with exceptional communication skills. Proficiency in problem-solving and the ability to manage multiple priorities in a fast-paced environment are required.
Kalshi has defined a new category: prediction markets. Kalshi allows people to trade on the outcome of any events and turn any question about the future into a financial asset. Kalshi fought for years and legalized prediction markets in the US for the first time in history, is currently the fastest growing financial market in America, and has thousands of markets across politics, economics, financials, weather, tech, AI, culture and more.
We believe prediction markets have the potential to be the largest financial market because they turn anything into a financial position.
Our vision: well… build the largest financial market on the planet.
Our mission: bring more truth to the world through the power of markets.
Our culture is simple: we hire really talented people, work really hard, and enjoy the climb. We are looking for ambitious and exceptional people to join our (relatively small) team to help us build the next generation of financial markets.
We’re expanding our Support Operations function to deliver exceptional user experiences as Kalshi’s user base grows. As a frontline representative of the company, you’ll help users navigate prediction markets, resolve issues, and get the most out of our platform. You’ll combine strong communication skills, operational rigor, and market knowledge to support users with speed, clarity, and empathy.
You’ll work across Support, Operations, Product, and Engineering to improve processes, identify patterns in user behavior, and elevate the quality and reliability of our support ecosystem. This is a high-impact role based in our NYC office.
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
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
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
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
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
Salary Range: $90,000–$105,000 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.
Meritocracy is at our core, and we value people who take ownership and figure (usually hard) things out. We dream big. We love our craft deeply and are proud of what we put out in the world. We are committed to our vision of building something big… but also useful: a product that brings more truth through the power of markets.
Kalshians are Kalshi’s most important asset: we pick Kalshians carefully, so we trust them fully on day 1.
Kalshi is committed to creating a culture of inclusion and belonging, and we are proud to be an equal opportunity employer. We believe it is our collective responsibility to uphold these values and encourage candidates from all backgrounds to join us in our mission. All qualified applicants will be treated with respect and receive equal consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, national origin, disability, uniform service, veteran status, age, or any other protected characteristic per federal, state, or local law. If you are passionate about what you do and want to use your talents to support our mission and values, we’d love to hear from you.
Trade on the outcome of events
The first US federally regulated exchange where you can trade on the outcome of any event. Kalshi’s historical regulatory approval from the CFTC enables it to offer a new asset class called “event contracts,” which allow traders to take positions on whether a future event will happen or not. Kalshi aims to enable investors to trade on almost anything with economic relevance from Covid numbers to whether a bill will pass in Congress, broadening the historical definition of what a commodity derivative is and paving the way for the futures market to catch up to the novel risks facing the economy today. Kalshi is backed by Sequoia, Henry Kravis, Charles Schwab, and Y Combinator.
Offices: New York, New York, US · San Francisco, California, US
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