Head of Technical Customer Experience, US
About Polymarket
Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.
We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.
About the Role
This is a technical role first. You must be able to write code, SQL, and data integrations yourself. Engineering ability is a hard requirement here, not a nice-to-have. If you would hand the technical work to someone else, this is not your role.
You'll lead our US support function and transform it into a modern, AI-first customer experience organization. This is a player-coach role where you build the team while staying hands-on with the technical work they do. You own our AI support agent, write the SQL queries that drive decisions, and serve as the customer's advocate when something breaks.
Your real mandate is transformation. Take our support team from where it is today and turn it into a smaller group of more capable people who earn respect from Product, Engineering, and Compliance. When a customer has an issue, you either resolve it directly or fix the process that caused it.
What You'll Do
Manage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practices
Write and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixing
Own and tune our AI support agent hands-on by adjusting resolution rates, building automation workflows, creating custom responses, and setting up guardrails
Lead incident response as the customer's point person during outages, managing engineering bridge calls, publishing status updates, and building repeatable playbooks
Build technical integrations using REST APIs, webhooks, and Python automation that let the support team resolve issues without waiting for engineering
Create white-glove experiences for high-value customers with named ownership, same-day follow-up, and proactive communication about platform changes
Partner with Product and Engineering to push fixes that eliminate entire categories of support tickets and represent customer needs in technical discussions
What We're Looking For
5+ years leading customer-facing teams with experience transforming support organizations, not just maintaining them
Expert-level SQL skills including complex joins, CTEs, window functions, and aggregations against large data warehouses
Hands-on AI/LLM support agent management with deep understanding of resolution metrics, automation workflows, and performance tuning
Python programming experience for building automations, data analysis, and API integrations
Technical troubleshooting ability to read logs, API responses, and traces well enough to root-cause issues alongside engineering teams
Exceptional written communication that is firm, empathetic, and concise under pressure
Availability for escalations within 30 minutes including nights and weekends
(Plus) Experience with regulated trading platforms or financial services customer support
(Plus) DeFi and crypto wallet knowledge including on-chain mechanics and wallet integrations
(Plus) Trading platform outage remediation or "make-whole" program experience
(Plus) Modern AI-first support stack familiarity with build, test, deploy cycles for AI agents
Benefits
Competitive salary & equity
Unlimited PTO
Full Health, Vision, & Dental coverage
401k match
Hardware setup: new MacBook Pro, big display, & 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.