Top Tech Jobs & Startup Jobs in Boston, MA

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.

Build and lead Polymarket’s Tier 3 in-house support organization from the ground up. Responsibilities include hiring and coaching specialists and leads, managing escalations, complaints, and DeFi support queues, defining tiered escalation paths, monitoring service levels and customer metrics, handling sensitive policy exceptions, and partnering with Compliance, Product, and Engineering to improve policies and products.

Own customer experience readiness for new products, market types, and geographic launches. Build readiness plans, manage pilot support pods, create SOPs and training with Enablement, monitor launch performance, and define stable handoff criteria. Partner closely with Product and Engineering to influence scope, establish international launch frameworks, and transition successful launches to scaled operations or external support partners.

Own end-to-end customer experience incident response for bugs and outages. Coordinate CX war rooms, triage and document bugs, communicate customer-facing updates, maintain the known-issue library, establish escalation paths with Product and Engineering, lead post-incident reviews, track corrective actions, and build on-call coverage. The role requires technical fluency with logs and APIs, process-building experience, and familiarity with incident-management tools.

Own Polymarket’s customer experience service model and policy framework. Design tiered service for high-value users, write clear frontline policies, manage Legal and Compliance governance, audit policy application, lead the CX programs roadmap, adapt frameworks for regional regulations, and measure customer satisfaction, support costs, and risk outcomes. This people-management role requires building scalable systems in a regulated, fast-moving environment.

Own the customer experience data foundation by designing dbt models, pipelines, data quality tests, documentation, semantic layers, dashboards, and self-service datasets. Integrate support, KYC, withdrawal, CRM, workforce management, and market resolution data into the cloud warehouse. Identify recurring support issues, communicate findings to stakeholders, and partner with data engineering on infrastructure and governance.

Own Polymarket’s CX technology stack and roadmap across ticketing, CRM, AI automation, and integrations. Configure and evaluate Decagon AI agents, translate CX needs into engineering requirements, lead tooling rollouts, manage APIs and data flows, administer platforms, and oversee vendor relationships. The role requires hands-on support-platform administration, AI automation deployment, technical program management, and effective collaboration across Engineering, Operations, and vendors.

Build Polymarket’s CX data and analytics function, defining service and customer experience metrics, creating dbt models and reporting, and delivering actionable insights to leadership. Lead Analytics Engineers, partner with central data engineering on pipelines and infrastructure, and develop measurement frameworks for AI automation. Apply forecasting and modeling to staffing, contact drivers, and AI deflection while communicating recommendations to executive audiences.