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Escalations And Complaints Lead

Polymarket· CX
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Remote$200k - $250kFull-timePosted 3w ago

About the role

Lead the design and operation of Polymarket's escalations and formal complaints program, from intake and routing to resolution, root cause analysis, and regulatory reporting. Build the program from scratch in a regulated fintech environment, collaborating with Legal, Compliance, Trust and Safety, Product, and Engineering to ensure audit-ready documentation and scalable processes.

Responsibilities

  • - 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.

Qualifications

  • - 4 or more years in escalations, complaints management, or customer resolution at a fintech, bank, brokerage, or other regulated company.
  • - Direct experience building or running a formal complaints program, including intake design, case tracking, and regulatory reporting.
  • - Strong written communication skills, particularly in sensitive situations where tone and precision both matter.
  • - Rigorous documentation habits and a clear understanding of what "audit-ready" actually means in practice.
  • - Sound judgment and a consistent sense of fairness when cases are ambiguous or emotionally charged.
  • - Comfort working directly with Legal and Compliance teams, including translating case details into formats they can act on.
  • - (Plus) Experience handling regulator-referred or formal consumer complaints, such as CFPB or state-level filings.
  • - (Plus) Background in Trust and Safety or community moderation, especially in a platform or marketplace context.

Skills

Required:Escalations managementRegulatory reportingDocumentation and audit readinessCross-functional collaborationWritten communication

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.

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