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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 real-world outcomes across politics, economics, sports, culture, and current affairs. The company traded $21B in 2025 and is growing rapidly as an alternative news source.
You will own the CX tech stack end to end: ticketing platform, CRM, AI automation (including Decagon), and integrations connecting these systems to Polymarket's product. This is a hands-on role where you set the roadmap, write specs, run rollouts, and manage vendor relationships. You will translate operational pain points from the CX team into buildable requirements for Engineering and follow those specs through delivery.
Key responsibilities:
- Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations
- Configure, evaluate, and continuously improve Decagon AI agents to increase automated resolution rates
- Translate operational pain points into clear requirements for Engineering
- Lead tooling rollouts from kickoff through launch, coordinating across teams and vendors
- Partner with product Engineering on integrations including APIs, webhooks, and data flows
- Administer CX platforms day to day, managing access controls and configuration changes
- Manage vendor relationships and contracts for CX software
This role is critical because every agent on the CX team—human or AI—is only as effective as the systems underneath them. You will have real influence over how Polymarket scales support as the platform grows, making hard prioritization calls and shipping solutions that work now while building toward long-term scalability.
REQUIREMENTS:
- 4+ years in CX systems, technical program management, or directly comparable role
- Hands-on admin experience with at least one major support platform (Zendesk, Salesforce Service Cloud, or Intercom), including configuration, not just usage
- Proven experience deploying AI agents or automation in a support context, including owning evaluation of effectiveness
- Comfortable working with APIs, webhooks, and integrations at a level where you can design solutions and review implementations
- Strong program management skills across multiple concurrent projects with a track record of shipping on time
- Clear written and verbal communication with both technical and non-technical audiences
- Plus: Experience building LLM evaluation frameworks or QA workflows for AI-generated responses
- Plus: Background in fintech, crypto, or trading platforms where compliance, speed, and user trust are critical
