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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 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 the future.
You will build and lead Polymarket's in-house support operations from the ground up. This is a high-ownership role with real operational scope. You'll design the structure of the Tier 3 team, hire specialists and leads, and set the standard for how escalations, complaints, executive community relations, US support, DeFi support, and incubation cases are handled.
Key responsibilities include:
- Building the Tier 3 team from scratch: designing structure, writing hiring criteria, recruiting specialists and leads, and establishing a coaching culture.
- Owning queues for Escalations, Complaints, and DeFi support, including service levels, case-handling standards, and workflows for complex issues.
- Defining escalation paths between Tier 1, Tier 2, and in-house specialists with clear handoff criteria and accountability.
- Running the operating rhythm: weekly queue reviews, metrics reporting, CSAT and escalation trend analysis, and staffing decisions.
- Making judgment calls on policy exceptions and sensitive cases, feeding recurring patterns back into policy through CX Strategy.
- Partnering with Compliance, Premier, and Product teams on novel issues and policy gaps.
- Bringing support signals to Product and Engineering with data to influence the roadmap.
You'll be the person who understands the difference between cases that need a rule and those that need judgment, and who raises the bar for everyone around you.
REQUIREMENTS:
- 6+ years in customer support operations with direct responsibility for team performance, staffing, and service levels.
- 3+ years leading managers or team leads (not just individual contributors).
- Demonstrated experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching.
- Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to apply policy and when to override it.
- Metrics-driven approach: you know which numbers matter, pull them yourself, and act on them.
- Experience in a regulated environment such as fintech, brokerage, banking, or similar where compliance and customer risk intersect.
- Comfortable working across Compliance, Product, and Engineering as a peer.
- Plus: Experience supporting crypto, DeFi, or trading products.
- Plus: Track record running a high-value or VIP service tier.
