In-House Support Operations

Polymarket

. 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 .

Posted 10/1/2026full-timeRemote • United StatesMid-LevelSenior💰 $200,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in building and leading customer support operations, with a focus on team performance, compliance, and data-driven decision-making. Proven ability to manage escalations and develop coaching cultures while collaborating with cross-functional teams.

Highest-signal resume keywords

Customer Support Operations ManagementTeam Leadership and DevelopmentEscalation ManagementMetrics-Driven Decision MakingExperience in Regulated Environments

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Team Performance ManagementCase-Handling StandardsData AnalysisPolicy EnforcementEscalation Path DefinitionCoaching and TrainingService Level ManagementMetrics ReportingHiring and Structuring TeamsOperational Judgment

Soft Skills

CollaborationProblem-SolvingCommunicationCoachingJudgment

Industry Keywords

FintechComplianceCustomer RiskDeFiCryptoBrokerageBankingEscalationsVIP Service ManagementCustomer Support

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

6+ years in customer support operations, with direct responsibility for team performance, staffing, and service levels
3+ years leading managers or team leads, not just individual contributors
Demonstrated experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching
Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to apply policy and when to override it
Metrics-driven approach to running a team; able to identify important metrics, pull data, and act on it
Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry where compliance and customer risk intersect
Comfortable working across Compliance, Product, and Engineering as a peer
Experience supporting crypto, DeFi, or trading products (plus)
Track record running a high-value or VIP service tier (plus)

Benefits

Comp & perks

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