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Join Polymarket as the Head of Technical Customer Experience to lead the US support team, transforming it into an AI-first organization while managing technical integrations and enhancing customer experiences.
Polymarket is the world's largest prediction market platform, enabling individuals to trade on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace, Polymarket aggregates diverse opinions into transparent, market-based probabilities. The company is growing fast, with $21B traded in 2025, and aims to become a ubiquitous beacon of truth in global media.
- Lead the US support function, transforming it into a modern, AI-first customer experience organization.
- Manage and grow the US support team through hiring, coaching, QA, and setting operational standards.
- Introduce specialization and forward-deployed engineering practices.
- Write and optimize SQL queries to analyze support patterns and measure AI agent performance.
- Own and tune the AI support agent hands-on by adjusting resolution rates and building automation workflows.
- Lead incident response as the customer's point person.
- Build technical integrations using REST APIs, webhooks, and Python automation.
- Create white-glove experiences for high-value customers.
- Partner with Product and Engineering to eliminate categories of support tickets.
- 5+ years leading customer-facing teams with experience transforming support organizations.
- Expert-level SQL skills including complex joins, CTEs, window functions, and aggregations against large data warehouses.
- Hands-on AI/LLM support agent management with deep understanding of resolution metrics, automation workflows, and performance tuning.
- Python programming experience for building automations, data analysis, and API integrations.
- Technical troubleshooting ability to read logs, API responses, and traces well enough to root-cause issues alongside engineering teams.
- Exceptional written communication that is firm, empathetic, and concise under pressure.
- Availability for escalations within 30 minutes including nights and weekends.
- (Plus) Experience with regulated trading platforms or financial services customer support.
- (Plus) DeFi and crypto wallet knowledge including on-chain mechanics and wallet integrations.
- (Plus) Trading platform outage remediation or "make-whole" program experience.
- (Plus) Modern AI-first support stack familiarity with build, test, deploy cycles for AI agents.
- Competitive salary & equity.