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In-House Support Operations

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

About the role

Lead the design, build, and operation of Polymarket's Tier 3 in-house support/escalations team, owning complex and high-value customer issues and driving policy, processes, and collaboration with Compliance, Product, and Engineering.

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.
  • Own the queues for Escalations, Complaints, and DeFi support, including service levels, case-handling standards, and workflows for complex issues.
  • Define and enforce escalation paths between Tier 1, Tier 2, and in-house specialists with clear handoff criteria and accountability.
  • Run the operating rhythm: weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, and staffing decisions.
  • Make hard calls on policy exceptions and sensitive cases, feeding recurring patterns back to CX Strategy.
  • Partner with Compliance, Premier, and Product on novel issues, policy gaps, and how production support roles are defined and governed.
  • Bring support signals to Product and Engineering with data to influence the roadmap.

Qualifications

  • 6+ years in customer support operations with direct responsibility for team performance, staffing, and service levels.
  • 3+ years leading managers or team leads.
  • 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, knowing when to apply or override policy.
  • Metrics-driven approach; knows which metrics matter and acts on them.
  • Experience in a regulated environment such as fintech, brokerage, banking, or similar where compliance and customer risk intersect.
  • Comfortable collaborating with Compliance, Product, and Engineering as a peer.

Skills

Required:Team building and leadershipEscalations and specialist supportPolicy judgment and governance

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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