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Salary: USD 300,000 - 400,000 / 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 growing rapidly as an alternative news source.
You will own the operational engine of customer support — managing the in-house "Agents Plus" team, external BPO partners, scheduling, vendor relationships, and systems that keep support running 24/7. The role requires building an operating model that scales alongside external partners while treating both as a unified operation.
Key responsibilities include:
- Hiring, managing, and developing the in-house Agents Plus team for high-stakes and sensitive interactions
- Owning end-to-end BPO relationships: sourcing, contracting, performance management, and escalation
- Forecasting volume and building shift/coverage models across time zones to handle spikes during elections, major sports moments, and breaking news
- Making build-vs-buy decisions to balance in-house capacity with vendor headcount
- Owning operational metrics: SLAs, occupancy, shrinkage, cost-per-contact, response and resolution time
- Identifying and fixing operational friction points before they become patterns
- Partnering with CX strategy to ensure quality standards hold up operationally
- Representing capacity, cost, and coverage trade-offs in planning conversations with data-driven pushback
This is a role for someone comfortable with variable, event-driven volume who can operate at the leadership level and communicate clearly with non-operations stakeholders.
REQUIREMENTS:
- 7+ years in support operations, workforce management, or BPO/vendor management, including direct experience managing an outsourced or blended (in-house + vendor) support model
- Hands-on experience running workforce management (forecasting, scheduling, real-time management, shrinkage, adherence) for a 24/7 or near-24/7 operation
- Track record of directly owning a BPO relationship: contracting, SLAs, performance management, escalation
- Comfortable owning a budget or cost model for support operations and making build-vs-buy decisions
- Tool-native and data-comfortable with dashboards, WFM software, ticketing and QA platforms; able to make evidence-based staffing calls
- Experience operating in a variable, spiky-volume environment (fintech, trading, gaming, marketplaces, or event-driven consumer platforms)
- Strong process discipline and ability to scale playbooks as volume and headcount change
- Comfortable operating at leadership level and communicating capacity, cost, and trade-offs to non-operations stakeholders
- Preferred: experience scaling a small in-house team alongside an external BPO simultaneously
- Preferred: domain context in prediction markets, sportsbooks, trading, or other event-driven markets
