Teams at Polymarket

Own and build Polymarket’s escalations and formal complaints program, including intake, classification, workflows, resolution timelines, regulatory reporting, and audit-ready documentation. Handle sensitive customer cases, coordinate with Legal, Compliance, Trust and Safety, Product, Engineering, and Policy, analyze complaint trends, drive root-cause fixes, and train agents and AI systems on escalation procedures.

Build Polymarket’s CX Workforce Management function from scratch, including forecasting, capacity and headcount modeling, scheduling, event-readiness planning, BPO staffing commitments, and vendor accountability. Hire and develop the initial Real Time Analyst, establish planning and intraday operating processes, and select and implement a dedicated WFM platform. The role supports in-house and outsourced teams across highly volatile, event-driven customer support demand.

Own executive escalations and high-visibility customer issues across X, Discord, Reddit, and community channels. Triage sensitive cases, draft audience-appropriate responses, coordinate incident messaging with Communications, resolve cases involving prominent users, monitor emerging issues, and brief Product and Policy on recurring feedback. The role requires strong judgment, exceptional writing, independent ownership, and comfort operating publicly with incomplete information.