SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 250,000 - 275,000 / annual
Polymarket is the world's largest prediction market platform, enabling individuals to trade on outcomes across politics, economics, sports, culture, and current affairs. The platform aggregated $21B in trading volume in 2025 and is positioned as an alternative news source reflecting collective expectations about future events.
You will build the Customer Experience (CX) data and analytics function from the ground up. This is a builder role where the function does not yet exist in mature form. You will define the metrics that matter, create a single source of truth for service levels, CSAT, contact rate, handle time, and first-contact resolution, and deliver reporting and insights that CX leadership uses to make decisions.
Key responsibilities include:
- Define and own the CX metrics layer, including service levels, CSAT, handle time, first-contact resolution, contact rate, and the dbt models that power them
- Write SQL and build data models to diagnose contact rate spikes, identify friction points, and surface root causes
- Lead and develop the Analytics Engineering team: set priorities, review work, and ensure output maps to CX team needs
- Partner with Polymarket's central data team to build pipelines and shared infrastructure, unblocking work when needed
- Deliver weekly metrics summaries and insight packages to CX leadership with clear recommendations
- Build the measurement framework for AI agents and automation across CX
- Apply forecasting and modeling to operational problems like staffing, contact driver classification, and AI deflection rates
You should be comfortable writing SQL to diagnose a contact spike and presenting findings to a VP. If an insight doesn't change a decision, it doesn't count.
REQUIREMENTS:
- 6+ years in analytics or data science, with at least 2 years leading an analytics team
- Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool (Looker, Tableau, Mode, Hex, or similar)
- Track record of building an analytics function or data model from scratch, not just inheriting one
- Experience working with customer support data and systems, and understanding of CX metrics
- Strong data storytelling for executive audiences; ability to turn complex analysis into clear recommendations
- Comfortable working directly with engineering and data platform teams to execute pipeline and infrastructure work
- Plus: Experience with NLP or LLM-based approaches to ticket classification or contact driver analysis
- Plus: Background in fintech, crypto, or trading platforms
