Kalshi Support Operations role at Kalshi Prime providing first-level customer support and complaint handling under CFTC and NFA rules. Responsible for managing support queues and collaborating with compliance and risk teams.
Responsibilities
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, escalate 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
Qualification
Experience at an FCMFamiliarity with futuresNYC Pay Transparency DisclosureSalary RangeMeritocracy is at our core
Preferred
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.
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.
