Customer Experience Specialist
"What You'll Be Doing"
About This Role
The CX team is small and handles real, high-stakes situations: major market resolutions, news-driven volume spikes, and users unable to access their funds. This isn't a scripted role — you'll be making judgment calls, writing clearly under pressure, and working directly with policy and product teams to understand what's happening on the platform. As the platform grows, the complexity of user issues grows with it, and users — often with real money on the line — bring high expectations. The role calls for precise communication and the judgment to know when to resolve an issue versus when to escalate it. You'll work across chat, email, and social channels, often during high-volume periods, and you'll need genuine curiosity about how markets work, comfort with ambiguity, and the ability to write clear, accurate responses on the first attempt.
What You'll Be Doing
Resolve user support tickets across chat, email, and social channels, covering everything from account issues to questions about how specific markets work
Investigate disputed market resolutions, gather relevant context, and escalate edge cases to the policy team with clear summaries
Track recurring user issues, spot patterns, and write up findings in a format useful to the product team
Draft and update help center articles based on common questions, making complex topics accessible without oversimplifying
Monitor CX queues during high-volume events, coordinate coverage with teammates, and flag when volume or issue types require escalation
Work cross-functionally with policy, product, and operations to resolve issues that fall outside standard support flows
What We're Looking For
2+ years of experience in a customer-facing support role, ideally in a high-volume or fast-moving environment
Strong written communication skills — the ability to write clear, accurate, and empathetic responses quickly and without heavy editing
Comfort operating in ambiguous situations where the right answer isn't always documented, requiring sound judgment
Ability to quickly learn unfamiliar technical concepts, including how prediction markets resolve and how crypto transactions work
Bonus Points
Prior experience at a crypto or fintech company, with working knowledge of wallets, transactions, or trading products
Hands-on experience with Zendesk, Intercom, or a comparable support platform
Genuine interest in markets, current events, or forecasting
Why Join Us
Competitive salary & equity
Unlimited PTO
Full health, vision, and dental coverage
401k match
Hardware setup including a new MacBook Pro, large display, and accessories
About Polymarket
Polymarket is at the forefront of the decentralized information and prediction market revolution, leveraging cutting-edge blockchain technology to create a more transparent and efficient way to bet on real-world events. We're building a platform where users can trade on their beliefs about everything from politics to pop culture, fostering a global community driven by data and conviction. Our mission is to democratize access to information and enable price discovery in a trustless environment, fundamentally reshaping how people engage with and understand the world. Our team thrives on innovation, intellectual curiosity, and a deep-seated belief in the power of Web3 principles. We champion a culture of open collaboration, radical transparency, and continuous learning, encouraging every team member to contribute their unique perspective to solve complex challenges. We are a group of passionate builders, designers, and strategists united by a vision for a decentralized future, where markets are fair, accessible, and censorship-resistant. At Polymarket, your work directly impacts the evolution of decentralized finance and information. If you're eager to make a significant impact in the nascent but rapidly expanding blockchain space, Polymarket offers an unparalleled opportunity. Join us to contribute to a platform that empowers users, challenges traditional financial systems, and puts the power of prediction back into the hands of the people. We're looking for individuals who are not just skilled but are also true believers in the potential of crypto to create a more informed and equitable world. Come build the future with Polymarket.
Ready to Apply?
To submit your application for this position, please visit Polymarket's official website and follow their application process.