Support/Risk Operations

Kalshi•New York, NY

1d•Onsite

About The Position

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 looking for a Support/Risk Operations Analyst to own the risk support ticket queue, which include the cases that sit at the intersection of fraud, KYC, account security, and user trust. This is a high-volume, ticket-heavy role. You will be working cases every day: account takeovers, identity verification failures, fraud disputes, account restrictions, and more. If you're not comfortable living in a support queue, this isn't the right role. You'll operate primarily out of Intercom, working closely with our Risk, Compliance, and Surveillance teams. You should be comfortable making judgment calls on complex cases, communicating clearly with affected users, and maintaining SLAs across a queue that currently runs 400+ open tickets.

Requirements

1–4 years of experience in fraud operations, risk ops, AML/BSA compliance, KYC review, or a closely related function
Genuine risk background: you should understand what you're reviewing, not just how to close tickets
Thick skin and high output: the queue is real, the volume is real, and the cases are hard
Clear written communication: you'll be the voice of Kalshi to users in difficult situations
Judgment: you'll be making calls on cases with real consequences for real users
Comfort operating in ambiguous, fast-moving environments with incomplete tooling
Located in/near New York and willing to commute to lower Manhattan

Nice To Haves

Familiarity with Intercom, Zendesk, or similar support tooling is a plus
Experience at a fintech, crypto exchange, prediction markets platform, or DFS operator is a strong plus (Polymarket, PrizePicks, Underdog, Coinbase, Robinhood, Chime, Affirm, etc.)

Responsibilities

Own and work through the risk ticket queue daily, covering account security, general fraud, account restrictions, and KYC cases
Triage and prioritize cases based on urgency (ATOs and account security first; KYC last)
Communicate directly with users in sensitive, high-stakes situations clearly, accurately, and with the right tone
Collaborate with the Risk team to identify patterns, escalate edge cases, and close the feedback loop
Flag product and engineering issues surfaced in case reviews (wrong error messages, broken routing, edge cases in Roe/Fin workflows)
Help define SOPs and escalation paths as we document and mature this function
Maintain SLA targets across all queue types as volume scales