Data and Analytics Lead

Polymarket

. Define and own the CX metrics layer, including service levels, CSAT, handle time, first-contact resolution, contact rate, and dbt models .

Posted 10/1/2026full-timeRemote • United StatesSenior💰 $250,000 - $275,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SQL and dbt for building data models and analytics functions, with a strong focus on customer experience metrics and data storytelling for executive audiences. Proven leadership in managing analytics teams and collaborating with engineering and data platform teams to drive insights and recommendations.

Highest-signal resume keywords

Expert SQLHands-On Dbt ExperienceAnalytics Team LeadershipCustomer Support Data ExperienceFluency in BI Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ModelingForecastingContact Driver ClassificationAI Deflection RatesMetrics DefinitionData AnalysisRoot Cause AnalysisNLP ExperienceLLM-Based ApproachesAnalytics Function Building

Soft Skills

Data StorytellingCollaborationLeadershipCommunicationPrioritization

Tools & Technologies

LookerTableauModeHexSQL

Industry Keywords

Customer Experience MetricsFintechCryptoTrading PlatformsContact RateCSATFirst-Contact ResolutionService LevelsAnalytics EngineeringData Pipelines

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

6+ years in analytics or data science, with at least 2 years leading an analytics team
Expert SQL
Hands-on dbt experience
Fluency in at least one modern BI tool (Looker, Tableau, Mode, Hex, or similar)
Track record of building an analytics function or data model from scratch
Experience working with customer support data and systems
Understanding of metrics that matter in a CX context
Strong data storytelling for executive audiences
Comfortable working directly with engineering and data platform teams
(Plus) Experience with NLP or LLM-based approaches to ticket classification or contact driver analysis
(Plus) Background in fintech, crypto, or trading platforms

Benefits

Comp & perks

Competitive salary & equity
Unlimited PTO
Full Health, Vision, & Dental coverage
401k match
Hardware setup: new MacBook Pro, big display, & accessories