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Salary: USD 200,000 - 250,000 / annual
Polymarket is the world's largest prediction market platform, enabling individuals to trade on real-world outcomes across politics, economics, sports, culture, and current affairs. The platform traded $21B in 2025 and is positioned as an alternative news source.
The Customer Experience team is small and high-output, operating in a specialized domain where support agents—human and AI—must answer genuinely difficult questions about markets, probabilities, resolution rules, and financial mechanics. You will own QA, knowledge and content, and learning and development as an integrated system, not three separate workstreams.
Your mandate is to ensure every agent gets the answer right the first time and that failures are one-time events. You will set the quality bar, maintain the knowledge that feeds both people and AI agents, and build training that ramps new agents quickly. You will close the loop: QA findings drive training updates, training gaps inform content changes, and content keeps AI accurate.
This is a builder role. Much of the infrastructure needs to be designed, implemented, and owned by you. You will also hire and lead specialists who run these programs day to day.
Key responsibilities:
- Define QA scorecards and run weekly audits across human and AI conversations; calibrate scoring with in-house and BPO teams monthly to maintain consistent quality standards.
- Build an AI-assisted QA program that reviews a materially larger share of conversations than traditional sampling, and drive action from findings.
- Own the help center, internal knowledge base, macros, and knowledge inputs/prompts that feed AI agents, keeping all accurate as products and policies evolve.
- Design and run onboarding and ongoing training for in-house agents and BPO partners, tracking ramp time and holding both to the same standard.
- Translate QA failure patterns into new training modules, updated content, or process changes to prevent recurring issues.
- Build compliance review into QA workflows for regulated interactions and report results alongside standard quality metrics.
- Hire, develop, and manage specialists across QA, content, and L&D as the team grows.
Requirements:
- 6+ years working in QA, knowledge management, or L&D inside a support organization, with real ownership over outcomes, not just execution.
- Track record of building at least one of QA, content, or L&D from scratch, and demonstrated ability to raise the standard on the others.
- Experience running programs across both in-house and outsourced teams, including calibration sessions and holding BPO partners to internal quality standards.
- Strong writing skills: ability to produce help center articles and training materials that agents actually read and use.
- Hands-on experience with QA platforms, an LMS, and a help center CMS; ability to maximize tool value.
- Comfort with data: track QA scores, ramp time, deflection rates, and CSAT impact; report clearly.
- Experience managing and developing a team of specialists.
- Plus: Direct experience with AI-assisted or agentic QA tools.
- Plus: Background in fintech, crypto, or regulated support environments where compliance review is part of QA.
