Polymarket - Escalations And Complaints Lead

• Define and own the escalations process: what triggers an escalation, who handles it, and what the resolution timeline looks like at each severity level. • Build the complaints program from the ground up, including intake, classification, tracking, and resolution workflows that satisfy regulatory and audit requirements. • Personally handle the most sensitive and highest-stakes customer cases, including those involving regulatory referrals or formal consumer complaints. • Partner with Trust and Safety and Community teams to manage concerns that arrive through support channels and require cross-functional coordination. • Analyze complaint and escalation trends, identify root causes, and drive fixes with Product, Engineering, and Policy. • Maintain complete, accurate case records and produce reporting that Legal, Compliance, and external auditors can rely on. • Train front-line agents and AI systems on escalation criteria, handoff procedures, and documentation standards so the program works at scale.