Support/Risk Operations

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.

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

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

Nice to have

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

Benefits

equity; benefits