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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. With $21B traded in 2025, the company is growing rapidly and positioning itself as a trusted source of market-based probabilities.
You will own Polymarket's escalations and complaints function end-to-end: intake, classification, resolution, root cause analysis, and regulatory reporting. This is a build role—a formal escalations and complaints program does not yet exist, and you will define it from the ground up. Your responsibilities include:
- Define and own the escalations process: what triggers escalation, who handles it, and resolution timelines at each severity level.
- Build the complaints program from scratch, including intake, classification, tracking, and resolution workflows that meet regulatory and audit requirements.
- Personally handle the most sensitive and highest-stakes customer cases, including those involving regulatory referrals or formal consumer complaints.
- Partner with Trust and Safety and Community teams to manage concerns arriving through support channels requiring cross-functional coordination.
- Analyze complaint and escalation trends, identify root causes, and drive fixes with Product, Engineering, and Policy teams.
- Maintain complete, accurate case records and produce reporting that Legal, Compliance, and external auditors can rely on.
- Train front-line agents and AI systems on escalation criteria, handoff procedures, and documentation standards.
You will work closely with Legal, Compliance, Trust and Safety, Product, and Engineering. The role requires comfort translating case details into formats Legal and Compliance can act on, and the ability to balance resolution speed with documentation discipline.
REQUIREMENTS:
- 4+ years in escalations, complaints management, or customer resolution at a fintech, bank, brokerage, or other regulated company.
- Direct experience building or running a formal complaints program, including intake design, case tracking, and regulatory reporting.
- Strong written communication skills, particularly in sensitive situations where tone and precision matter.
- Rigorous documentation habits and clear understanding of what "audit-ready" means in practice.
- Sound judgment and consistent sense of fairness when cases are ambiguous or emotionally charged.
- Comfort working directly with Legal and Compliance teams.
- Plus: Experience handling regulator-referred or formal consumer complaints (e.g., CFPB, state-level filings).
- Plus: Background in Trust and Safety or community moderation in a platform or marketplace context.
