Support Operations, Kalshi Prime

Kalshi; United States; Remote; USD 100,000 - 115,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Written communication

Attention to detail

Good judgment

Multitasking

Fast learner

Coachable

Job description

What is Kalshi?

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.

Role Roadmap

Kalshi Prime is one of the fastest-growing parts of Kalshi. As an FCM, Prime operates under CFTC and NFA rules. That means its support work has real obligations: complaints have to be acknowledged, logged, escalated and closed on set timelines, and every interaction has to be documented well enough to hold up to regulatory review.

You’ll be the first point of contact for Prime customers, both individual traders and institutional clients. You’ll also help build how Prime support runs: queues, macros, help center content, escalation paths and reporting. You’ll work closely with Compliance, Surveillance, Risk, Product and Engineering.

Because we're a small team, this is also a generalist Operations role. When Prime is quiet, or another queue needs help, you’ll work wherever it matters most that week: account security, identity verification, fraud review, market questions or a new launch. This is a high-impact role that can be remote (US) or based in our NYC office.

What You’ll Do

Kalshi Prime Support

• Answer Prime account holders across email, chat and in-app support about margin, funding and withdrawals, positions, liquidations and account status

• Guide institutional clients through onboarding: request and review entity documents (formation, ownership and control, tax forms), follow up on gaps, and send complete files to Compliance for approval

• Own first-level complaint handling: acknowledge complaints quickly, log each one in full detail, elevate to Compliance, and track it until it’s resolved within required timelines

• Coordinate with Compliance, Surveillance, Risk and Engineering on account holds, restrictions and escalations, and explain outcomes to customers clearly and accurately

• Keep complete, accurate records of customer interactions to meet regulatory recordkeeping requirements

Kalshi Operations Generalist

• Cover other Kalshi Operations queues as needed: exchange account questions, identity verification, account security and lockouts, and risk and fraud reviews

• Help during launches, incidents and volume spikes, wherever the backlog is

• Spot patterns across queues and bring them to Product, Engineering and Risk with examples and volumes

Process, Tooling & Documentation

• Build and maintain Prime macros, help center articles, SOPs and escalation playbooks

• Track and report on support metrics such as first response time, resolution time, complaint aging and CSAT

• Improve workflows and automation, including AI-assisted support tools, so the team can scale without losing quality

Market & Product Expertise

• Learn how futures, margin and event contracts work at Kalshi well enough to explain them simply

• Keep up with new Prime products and platform changes, and update documentation before customers start asking

What You Bring

• 2+ years in customer support, operations, client onboarding, compliance operations or a related role

• Excellent written communication: you can explain margin, an account hold or a document request clearly to a retail trader and to an institutional client

• Strong attention to detail and a habit of documenting your work. In a regulated business, the record is part of the job

• Good judgment about when to resolve an issue yourself and when to elevate it

• Comfort learning new tools quickly and juggling several queues and priorities at once

• Coachable and eager to take on more over time; you enjoy the pace and ambiguity of a startup

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

NYC Pay Transparency Disclosure

Salary Range: $100,000-$115,000 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.

Our Culture

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 Kalshian's most important asset: we pick Kalshians carefully, so we trust them fully on day 1.

Commitment to Equal Opportunity

Kalshi is committed to creating a culture of inclusion and belonging, and we are proud…