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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 reflecting collective expectations about the future.
The Customer Experience team operates at the intersection of fast-moving product development, regulated financial services, and a global user base with real money at stake. Currently, customer policies are fragmented across multiple locations, applied inconsistently, and not built to scale. This role exists to solve that structural problem.
You will own two core areas: (1) the service model that determines what different user tiers are entitled to, and (2) the policy framework that ensures every customer-facing decision is consistent and defensible. This includes building tiered service offerings for high-value users from the ground up, writing policies that frontline agents can actually follow, and running the governance process that keeps policies current as products evolve, regulations shift, and edge cases accumulate.
Key responsibilities:
- Design and implement a tiered service model for high-value users, including eligibility criteria, entitlements, and routing logic that Operations can execute.
- Write and maintain the CX policy library covering account actions, exceptions, goodwill decisions, and other customer-impacting situations with clear, unambiguous language.
- Own the policy governance process end-to-end: intake, review with Legal and Compliance, approval, versioning, and rollout communication.
- Audit how agents apply policies in practice, identify gaps between written policy and actual behavior, and close them through process or enablement changes.
- Build the CX programs roadmap, track progress across multiple concurrent initiatives, and keep stakeholders aligned on priorities and timelines.
- Design policy and service structures that account for state-level and regional regulatory requirements, enabling the framework to flex across jurisdictions.
- Measure the effect of segmentation and policy changes on customer satisfaction, support cost, and risk exposure, using data to inform future builds and revisions.
This is a people manager role with real scope. The work is genuinely hard—you'll need to hold structure in an environment that moves fast and doesn't always wait for policy to catch up. CX at Polymarket has outgrown informal norms and one-off decisions; this hire matters because the company needs someone who can build the system, not just operate inside one.
REQUIREMENTS:
- 6+ years in CX strategy, policy, or program management, with direct experience owning policy documentation and governance processes.
- Demonstrated ability to write policies that frontline agents can apply consistently, with clear decision rules, defined exceptions, and no ambiguity about common scenarios.
- Experience working cross-functionally with Legal and Compliance in a regulated industry, including running formal review and approval cycles before policy goes live.
- Experience designing tiered, premium, or VIP service models, including the criteria and operational logic that make them work in practice.
- Strong program management skills across multiple concurrent workstreams, with a track record of keeping complex initiatives on schedule without losing quality.
- Comfort working with data to evaluate outcomes, whether pulling your own analysis or working with an analyst.
- (Plus) Background in trading, brokerage, or wealth management client service, where high-value user relationships and regulatory constraints overlap.
- (Plus) Experience building or adapting policy frameworks across multiple jurisdictions with different regulatory requirements.
