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Data and Analytics Lead

Polymarket· CX
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Remote$250k - $275kFull-timePosted 3w ago

About the role

CX data leader responsible for building and running Polymarket’s CX analytics function from scratch, defining metrics, developing a single source of truth for CX metrics, and delivering actionable insights to CX leadership.

Responsibilities

  • Define and own the CX metrics layer: service levels, CSAT, handle time, first-contact resolution, contact rate, and the dbt models that power them.
  • Write SQL and build data models to diagnose contact rate spikes, identify friction points, and surface root causes to the teams who can fix them.
  • Lead and develop the Analytics Engineering team: set priorities, review work, and ensure output maps directly to CX team needs.
  • Partner with Polymarket's central data team to build pipelines and shared infrastructure CX depends on, and unblock that work when it stalls.
  • Deliver weekly metrics summaries and insight packages to CX leadership, with clear recommendations, not just charts.
  • Build the measurement framework for AI agents and automation across CX, so the team knows what's working, what isn't, and where to invest next.
  • Apply forecasting and modeling to operational problems like staffing, contact driver classification, and AI deflection rates.

Qualifications

  • 6+ years in analytics or data science, with at least 2 years leading an analytics team.
  • Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool (Looker, Tableau, Mode, Hex, or similar).
  • A track record of building an analytics function or data model from scratch, not just inheriting one.
  • Experience working with customer support data and systems, and an understanding of the metrics that matter in a CX context.
  • Strong data storytelling for executive audiences: you can turn a complex analysis into a clear recommendation.
  • Comfortable working directly with engineering and data platform teams to get pipeline and infrastructure work done.
  • (Plus) Experience with NLP or LLM-based approaches to ticket classification or contact driver analysis.
  • (Plus) Background in fintech, crypto, or trading platforms.

Skills

Required:SQLdbtBI toolsData storytellingLeadership/People managementCX domain knowledge
Nice to have:NLP/LLM (bonus)

Benefits

  • Competitive salary & equity
  • Unlimited PTO
  • Full Health, Vision, & Dental coverage
  • 401k match
  • Hardware setup: new MacBook Pro, big display, & accessories
Last updated Oct 18, 2026. Interested? Apply on the company site.

About Polymarket

Polymarket | The World's Largest Prediction Market™

Polymarket is the world's largest prediction market, allowing you to stay informed and profit from your knowledge by trading on future events across various topics.

BTC Up or DownBitcoinEconomyEsportsGeopoliticsMarketsPrediction MarketSoccer
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