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.

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.