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Salary: USD 200,000 - 250,000 / annual
Polymarket is the world's largest prediction market platform, enabling users to trade on real-world outcomes across politics, economics, sports, culture, and current affairs. The company processed $21B in trading volume in 2025 and is positioned as an alternative news source reflecting collective expectations about the future.
The Customer Experience (CX) team is small and high-ownership, directly responsible for the experience of users transacting real money on the platform. The team currently handles high volumes of complex issues across withdrawals, KYC verification, and market resolution, but the data infrastructure to understand this work at scale is still being built.
You will own the data foundation for CX, building the models, pipelines, and semantic layer that transform raw support data into actionable intelligence. This is a foundational role where you'll make key decisions about how CX data is structured, sourced, and trusted—decisions that will shape team operations for years to come. CX data at Polymarket is genuinely complex, spanning crypto rails, prediction markets, and identity verification flows with varied and often novel failure modes. You'll need to understand this complexity deeply to model it correctly and communicate clearly with both engineers and non-technical CX teammates.
Key responsibilities include:
- Design and maintain dbt data models for support data covering ticketing, KYC, withdrawals, and market resolution workflows
- Integrate data from sources including Decagon, BPO partners, CRM systems, and WFM tools into the cloud warehouse
- Build data quality tests, monitoring, and documentation to ensure team trust in data
- Define shared metrics and dimensions in the semantic layer for consistent calculations across CX, ops, and leadership
- Build dashboards and self-serve datasets enabling CX teammates to answer operational questions independently
- Identify recurring failure patterns in support data and translate them into documented findings for playbooks and stakeholders
- Partner with the central data engineering team on shared pipelines, infrastructure decisions, and data governance
Requirements:
- 5+ years in analytics engineering, data engineering, or closely related data role
- Expert SQL and strong hands-on dbt experience including modeling, testing, and documentation
- Experience with cloud data warehouses such as Snowflake, BigQuery, or Redshift
- Experience with data ingestion tools such as Fivetran or Airbyte, and working knowledge of Python
- Strong data modeling fundamentals and proven track record building systems that non-technical teams actually use
- Ability to diagnose complex, multi-variable issues and communicate findings clearly to non-technical stakeholders
- Track record of building or improving documentation (data documentation, support playbooks, process guides)
- Plus: Prior experience with customer support, CRM, or trust and safety data
- Plus: Experience influencing product or policy decisions using CX or operations data
- Plus: Familiarity with on-chain data or crypto transaction flows
