Polymarket - Customer Experience Representative, U.S.
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Requirements
• 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
Responsibilities
• 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
Benefits
• Full Health, Vision, & Dental coverage • Hardware setup: new MacBook Pro, big display, & accessories
No credit card. Takes 10 seconds.