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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 growing rapidly as an alternative news source.
You will join the Customer Experience Operations team as a Real Time Analyst, reporting to the Capacity Planning Lead. This role sits at the intersection of customer support and operational excellence in an environment where volume can spike unpredictably due to breaking news, major events, or viral markets.
Your core responsibilities:
- Monitor queue volumes, service levels, and backlog across all channels and BPO partners minute by minute throughout the day
- Reallocate agents between queues in real time when intraday demand shifts, coordinating directly with vendor real-time teams
- Identify SLA risk early and alert CX Operations and partner teams before customers experience impact; escalate suspected bugs or outages to Incident Response when volume patterns suggest product issues
- Track schedule adherence across in-house and partner agents, flagging patterns that create coverage gaps
- Produce intraday and end-of-day reports explaining what happened, why, and implications for tomorrow
- Feed daily observations back into the forecast and scheduling process to continuously improve planning
This role is critical because Polymarket is scaling rapidly and support complexity is growing with it. You will be the person watching the queues when everyone else is watching the markets—real-time management here is the difference between customers getting help and customers churning. You need to stay calm when dashboards turn red and move fast with a spreadsheet.
REQUIREMENTS:
- 5+ years in real-time analysis or Workforce Management in a contact center or support environment
- Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously (not just a single queue or partner)
- Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool
- Demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be told what to do
- Clear, direct written communication that gets the right information to the right person in a Slack message without follow-up questions needed
- Availability to support coverage around major events, which at Polymarket can happen on short notice and outside standard business hours
- Plus: SQL or BI tool experience to pull and analyze data independently
- Plus: Background in fintech, crypto, trading, or another consumer product where volume is event-driven and unpredictable
