Polymarket - Advanced Support Specialist
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Requirements
• 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
Responsibilities
• 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
Benefits
• Full Health, Vision, & Dental coverage • Hardware setup: new MacBook Pro, big display, & accessories
No credit card. Takes 10 seconds.