Polymarket

General

• Design and implement a tiered service model for high-value users, including eligibility criteria, entitlements, and routing logic
• Write and maintain the CX policy library covering account actions, exceptions, goodwill decisions, and other customer-impacting situations
• Own the policy governance process end to end, including intake, Legal and Compliance review, approval, versioning, and rollout communication
• Audit agent application of policies, identify gaps, and close them through process or enablement changes
• Build the CX programs roadmap, track concurrent initiatives, and align stakeholders on priorities and timelines
• Design policy and service structures for state-level and regional regulatory requirements across jurisdictions
• Measure effects of segmentation and policy changes on customer satisfaction, support cost, and risk exposure

Program and Policy Lead

Executive

• Triage executive escalations before they reach the public eye, assess severity, and route or resolve them quickly
• Draft responses to high-visibility issues on X, Discord, and Reddit
• Own cases involving prominent traders, creators, and public figures from first contact through resolution
• Coordinate with Communications on customer-facing messaging during live incidents
• Monitor community channels for emerging issues and surface them to the right teams
• Brief Product and Policy on escalation and community-feedback patterns
• Close prominent cases with documented resolutions and clear responses

Executive Community Relations Lead

Analyst

• Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day
• Reallocate agents between queues in real time as intraday demand shifts
• Coordinate with vendor real-time teams to align staffing
• Identify SLA risk and alert CX Operations and partner teams
• Escalate suspected bugs or outages to Incident Response
• Track schedule adherence across in-house and partner agents
• Produce intraday and end-of-day reports explaining operational events and implications
• Feed daily observations into forecasting and scheduling processes
• Report to the Capacity Planning Lead

Real Time Analyst

Analytics Engineer

• Design and maintain dbt data models for support data, covering ticketing, KYC, withdrawals, and market resolution workflows
• Integrate data from sources including Decagon, BPO partners, CRM systems, and WFM tools into the cloud warehouse
• Build data quality tests, monitoring, and documentation so the team can trust what they're looking at
• Define shared metrics and dimensions in the semantic layer so CX, ops, and leadership are all calculating things the same way
• Build dashboards and self-serve datasets that let CX teammates answer operational questions without waiting on a data request
• Identify recurring failure patterns in support data and translate them into documented findings for the CX playbook and internal stakeholders
• Partner with the central data engineering team on shared pipelines, infrastructure decisions, and data governance

Analytics Engineer, Customer Experience

Operations

• Build the Tier 3 team from the ground up by designing its structure, defining the hiring bar, recruiting specialists and leads, and building a coaching culture
• Own the Escalations, Complaints, and DeFi support queues, including service levels, case-handling standards, and workflows
• Define and enforce escalation paths between Tier 1, Tier 2, and in-house specialists
• Run weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, and staffing decisions
• Make policy-exception and sensitive-case decisions, and feed recurring patterns into policy through CX Strategy
• Partner with Compliance, Premier, and Product on novel issues, policy gaps, and production support governance
• Provide data-backed support insights to Product and Engineering to influence the roadmap

In-House Support Operations

Technical Program Manager

• Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations, making the call on what gets built and when
• Configure, evaluate, and continuously improve Decagon AI agents to increase automated resolution rates and reduce manual handling
• Translate operational pain points from CX teams into clear, buildable requirements for Engineering, and follow those specs through to delivery
• Lead tooling rollouts from kickoff through launch, coordinating across Engineering, Operations, and vendors to keep projects on track
• Partner with product Engineering on integrations CX depends on, including API connections, webhooks, and data flows between systems
• Administer CX platforms day to day, owning access controls, configuration changes, and change management across the stack
• Manage vendor relationships and contracts for CX software, including renewals, escalations, and evaluations of new tools

Technical Program Manager, CX Tooling

Data Scientist

• Define and own the CX metrics layer, including service levels, CSAT, handle time, first-contact resolution, contact rate, and dbt models
• Write SQL and build data models to diagnose contact rate spikes, identify friction points, and surface root causes
• Lead and develop the Analytics Engineering team by setting priorities and reviewing work
• Partner with Polymarket’s central data team to build pipelines and shared infrastructure
• Deliver weekly metrics summaries and insight packages to CX leadership with clear recommendations
• Build the measurement framework for AI agents and automation across CX
• Apply forecasting and modeling to staffing, contact driver classification, and AI deflection rates

Data and Analytics Lead

QA Engineer

• Define the QA scorecard and run weekly audits across human and AI conversations
• Calibrate scoring monthly with in-house and BPO teams
• Build an AI-assisted QA program that reviews a larger share of conversations and drives action
• Own the help center, internal knowledge base, macros, and AI-agent knowledge inputs and prompts
• Design and run onboarding and ongoing training for in-house agents and BPO partners
• Track ramp time and maintain consistent standards across teams
• Translate QA failure patterns into training modules, updated content, or process changes
• Build compliance review into QA workflows for regulated interactions and report results
• Hire, develop, and manage specialists across QA, content, and L&D

Content Developer, QA, Learning Development

• Hire, manage, and develop the in-house Agents Plus team
• Own outsourced support partner relationships end to end, including sourcing, contracting, performance management, and escalation
• Forecast volume and build shift and coverage models across time zones
• Staff to demand and manage schedule adherence and shrinkage for 24/7 support coverage
• Decide when to flex vendor headcount versus in-house capacity
• Build surge playbooks for high-profile events
• Make build-vs-buy decisions as volume grows
• Own operational metrics including SLAs, occupancy, shrinkage, cost-per-contact, response time, and resolution time
• Identify and resolve operational friction, handoff issues, coverage gaps, and tooling problems
• Partner with CX strategy on quality standards and process design
• Represent capacity, cost, and coverage trade-offs in planning conversations