Polymarket - In-House Support Operations
Requirements
• 6+ years in customer support operations, with direct responsibility for team performance, staffing, and service levels. • 3+ years leading managers or team leads, not just individual contributors. • Demonstrated experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching. • Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to apply policy and when to override it. • Metrics-driven approach to running a team: you know which numbers matter, you pull them yourself, and you act on them. • Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry where compliance and customer risk intersect. • Comfortable working across Compliance, Product, and Engineering as a peer, not just an escalation point. • (Plus) Experience supporting crypto, DeFi, or trading products. • (Plus) Track record running a high-value or VIP service tier.
Responsibilities
• Build the Tier 3 team from the ground up: design the structure, write the hiring bar, recruit specialists and leads, and build a coaching culture that makes this the best support team in the industry. • Own the queues for Escalations, Complaints, and DeFi support, including service levels, case-handling standards, and the workflows that keep complex issues moving. • Define and enforce the escalation paths between Tier 1, Tier 2, and in-house specialists, including clear handoff criteria and accountability on both sides. • Run the operating rhythm: weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, and staffing decisions that keep the team performing. • Make the hard calls on policy exceptions and sensitive cases, and feed recurring patterns back into policy through CX Strategy. • Partner with Compliance, Premier, and Product on novel issues, policy gaps, and how production support roles are defined and governed. • Bring what your team sees every day to Product and Engineering, with data, so that support signals actually influence the roadmap.
Benefits
• Unlimited PTO • Full Health, Vision, & Dental coverage • Hardware setup: new MacBook Pro, big display, & accessories • PAY TRANSPARENCY • Base salary range: $200,000 to $250,000, plus equity and benefits. • This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.
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