Prime Support & Operations Specialist (Remote/NYC)

Kalshi; United States; A distancia; USD 100.000 - 115.000; Jornada completa

Descripción de la vacante

Kalshi is hiring a Prime Support/Operations generalist to be the first point of contact for Prime customers, including individual traders and institutions, and to help build onboarding, documentation, and escalation processes. The role is remote within the US or based in NYC, with opportunities to work across compliance, risk and product teams.

You will handle margin and account questions, guide onboarding, manage complaints, and help scale workflows with automation while maintaining

Formación

• 2+ years in customer support, operations, client onboarding, compliance operations or a related role.
• Excellent written communication: explain margins, holds or document requests clearly to retail and institutional clients.
• Strong attention to detail and a habit of documenting your work in a regulated environment.
• Good judgment about when to resolve issues or escalate them.
• Comfort learning new tools quickly and juggling several queues/priorities at once.
• Coachable and eager to take on more over time; you thrive in a startup pace.

Responsabilidades

• Answer Prime account questions across email, chat and in-app support about margins, funding, withdrawals, positions, liquidations, and account status.
• Guide institutional onboarding: review entity documents and send files to Compliance for approval.
• Own first-level complaint handling: acknowledge, log, escalate to Compliance, and track to resolution within timelines.
• Coordinate with Compliance, Surveillance, Risk, and Engineering on holds, restrictions and escalations; explain outcomes to customers.
• Keep complete records of customer interactions to meet regulatory requirements.
• Cover other Kalshi Operations queues as needed: identity verification, account security, and risk/fraud reviews.
• Assist during launches, incidents and volume spikes; spot patterns and report to Product/Engineering/Risk with data.
• Build and maintain Prime macros, help center articles, SOPs and escalation playbooks.
• Learn about futures, margin and event contracts to explain them simply.
• Stay updated on new Prime products and platform changes and refresh documentation.

Conocimientos

Written communication

Attention to detail

Good judgment

Multitasking

Fast learner

Coachable

Descripción del empleo

Kalshi is hiring a Prime Support/Operations generalist to be the first point of contact for Prime customers, including individual traders and institutions, and to help build onboarding, documentation, and escalation processes. The role is remote within the US or based in NYC, with opportunities to work across compliance, risk and product teams.

You will handle margin and account questions, guide onboarding, manage complaints, and help scale workflows with automation while maintaining