Support/Risk Operations

What You’ll Do
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

What You Bring
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

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