Support Operations (Overnight) at Kalshi

, , United States -

Full Time

Start Date

Immediate

Expiry Date

15 Mar, 26

Salary

115000.0

Posted On

15 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Operations, Problem-Solving, Written Communication, Technical Systems, Documentation, Empathy, Decision-Making, Attention to Detail, Trading Mechanics, Prediction Markets, Account Setup, User Education, Escalation Procedures, Incident Response, Support Workflows

Industry

Financial Services

Description

Kalshi is defining a new category 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. Kalshi 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. Building a new category is hard… like really hard. But it’s beautiful and deeply fulfilling. 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 We’re expanding our Overnight Support Operations function to ensure Kalshi users receive fast, reliable, and high‑quality support around the clock as our platform and user base grow. As a frontline representative during overnight hours, you’ll serve as a critical point of continuity for the business — keeping user issues moving, maintaining operational stability, and ensuring a seamless handoff to daytime teams. You’ll combine strong written communication, independent problem‑solving, and operational rigor to support users with clarity and empathy during off‑peak hours. This role requires sound judgment, comfort working autonomously, and the ability to triage effectively when resources are limited. You’ll work closely with Support, Operations, Product, and Engineering teams to surface overnight trends, document issues, and improve the reliability and scalability of Kalshi’s support ecosystem. What You’ll Do Overnight User Support Respond to user inquiries across email, social channels, and other support touchpoints during overnight hours with speed and accuracy Guide users through account setup, trading mechanics, verification, and platform features Troubleshoot issues, diagnose root causes, and escalate urgent or complex technical problems according to established on‑call and escalation procedures Manage sensitive or high‑stakes user situations with professionalism, clarity, and empathy Act as the primary support owner overnight, making sound decisions and maintaining service quality with limited real‑time support Operations & Process Ownership Monitor support queues, system health indicators, and operational alerts during overnight hours Ensure accurate tagging, documentation, and resolution notes to enable smooth handoffs to daytime teams Identify recurring overnight issues, outages, or user friction points and clearly document findings Contribute to support workflows, internal documentation, and knowledge base updates based on overnight learnings Maintain a high bar for operational discipline, accuracy, and consistency during low‑visibility hours Market & Product Expertise Develop a strong understanding of prediction markets, event contracts, and trading mechanics Stay up to date on Kalshi’s market offerings, platform updates, and product changes Educate users on prediction markets and how they function in real‑world contexts Provide actionable feedback to Product, Engineering, and Operations teams based on overnight user behavior and recurring issues What You Bring Required: 2+ years of experience in customer support, operations, customer success, or a related role Exceptional written communication skills, with the ability to explain complex concepts clearly and calmly Strong independent problem‑solving and decision‑making abilities Comfort working autonomously and managing priorities without constant supervision High attention to detail and strong documentation habits Comfort learning new tools and navigating technical systems Willingness and ability to work overnight hours on a consistent schedule Bonus Points: Experience supporting overnight, on‑call, or 24/7 operations environments Experience in fintech, trading platforms, marketplaces, or regulated industries Familiarity with prediction markets, event contracts, or financial products Experience identifying incidents, writing handoff summaries, or contributing to incident response processes Experience improving support tooling, workflows, or operational playbooks NYC Pay Transparency Disclosure Salary Range: $90,000–$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 Kalshi’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 to be an equal opportunity employer. We believe it is our collective responsibility to uphold these values and encourage candidates from all backgrounds to join us in our mission. All qualified applicants will be treated with respect and receive equal consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, national origin, disability, uniform service, veteran status, age, or any other protected characteristic per federal, state, or local law. If you are passionate about what you do and want to use your talents to support our mission and values, we’d love to hear from you.

Responsibilities

The role involves providing overnight user support by responding to inquiries and troubleshooting issues. Additionally, it includes monitoring operational health and documenting findings to ensure smooth transitions to daytime teams.