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About this role
Join Polymarket as an Advanced Support Specialist to enhance customer experience for advanced users in a fast-growing prediction market platform.
Description
About Polymarket
Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future. We're growing fast — both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.Responsibilities
What You'll Do
- Own a portfolio of advanced users with proactive, relationship-first support on a structured cadence
- Handle and resolve disputes around market resolution, order execution, and platform mechanics — always grounded in the rulebook
- Design and operate the tiered support program: routing logic, SLA frameworks, escalation protocols, and Intercom configuration
- Author and maintain internal playbooks for communication standards, escalation pathways, and dispute response
- Track and report on program health metrics: CSAT, resolution time, escalations, and agent productivity
- Act as the primary feedback loop between users and product, engineering, and leadership teams
Requirements
What We're Looking For
- 3–5 years in high-touch customer success, account management, or CX program management
- Solid understanding of DeFi — AMMs, DEXs, wallets, on-chain mechanics — and how the regulated US platform differs
- Exceptional written communication: firm, empathetic, rules-grounded, and concise under pressure
- Hands-on Intercom experience: segment configuration, routing rules, SLA management
- Available to respond to escalations within 30 minutes, including nights and weekends — this is a 24/7 market
- (Plus) Familiarity with on-chain analytics tools and wallet-level troubleshooting
- (Plus) Experience with regulated exchanges or financial services platforms
Conditions & Benefits
Benefits
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
Job Details
Market range (est.)$90k–$180k
LocationOffice
AI Score★★★★★★★☆☆☆ 7/10
PostedMay 12, 2026 (100d ago)
Tags & Skills
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