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About this role
Join Polymarket as a Customer Experience Representative to manage customer support during peak hours in a fast-paced environment. Help maintain high standards of service in a regulated 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 customer experience coverage across the ticketing system and monitor community and social channels during your shift
- Handle complex and escalated tickets including market resolution disputes, withdrawal and funding issues, KYC follow-ups, and account access problems
- Route tickets into the right internal specialty teams with clean tagging and proper PII handling
- Hold the line during high-traffic market events — sports finals, elections, breaking news — with on-call awareness during shoulder hours
- Draft macros and response templates for recurring issues and produce clean handoffs to the rest of the team
- Stay inside approved customer language guidelines at all times — this is a regulated environment and tone matters
Requirements
What We're Looking For
- 2–4 years in customer experience, customer support, or trust and safety, ideally at a fintech, crypto, gaming, or regulated consumer platform
- Weekend availability (Saturday and Sunday) is a hard requirement — standard shift is 12pm–8pm PT / 3pm–11pm ET, with an optional four-day schedule of 11am–9pm PT
- Strong written communication that shifts naturally between empathetic, firm, and neutral depending on what the situation calls for
- Hands-on experience with CRM tooling: macros, tagging, ticket triage, basic reporting
- Self-directed during your shift — you'll often be the most senior CX person online and need to know when to act and when to escalate
- Clear understanding that this is a regulated U.S. platform and that customer comms must stay inside approved guidelines
- (Plus) Prior experience escalating to trust and safety, compliance, or legal teams
- (Plus) Exposure to KYC/AML workflows
- (Plus) Familiarity with prediction markets, crypto, or other trading products
- (Plus) Comfort with community and social channels as support and listening surfaces
- (Plus) Experience working in a 24/7 support environment with on-call or follow-the-sun coverage
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
LocationRemote
AI Score★★★★★★☆☆☆☆ 6/10
PostedMay 28, 2026 (60d ago)
Tags & Skills
cryptofintechsupportweb3Customer Supportremote