In-House Support Operations
About This Role
Our in-house support team is Polymarket's center of excellence: the specialists who handle the most complex, sensitive, and high-value customer issues, and the people everyone else in CX learns from. Right now, that team needs to be built. You'll design the structure, hire the specialists and leads, and set the standard for how Tier 3 operates across Escalations, Complaints, Executive Community Relations, US and DeFi support, and Incubation. This is a high-ownership role with real operational scope. You'll lead the leads, own the queues, define the escalation paths that connect Tier 1 and Tier 2 partners to your specialists, and make the judgment calls that don't fit neatly into a policy. You'll also be the person who decides when a pattern of cases means a policy needs to change, and who carries that signal to CX Strategy, Product, and Engineering with data behind it. The challenge is real: Polymarket moves fast, the issues your team handles are often novel, and the stakes for customers are high. We're looking for someone who has built something like this before, who knows the difference between a case that needs a rule and one that needs judgment, and who raises the bar for everyone around them.
What We're Looking For
6+ years in customer support operations, with direct responsibility for team performance, staffing, and service levels.
3+ years leading managers or team leads, not just individual contributors.
Demonstrated 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, including knowing when to apply policy and when to override it.
Metrics-driven approach to running a team: you know which numbers matter, you pull them yourself, and you act on them.
Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry where compliance and customer risk intersect.
Comfortable working across Compliance, Product, and Engineering as a peer, not just an escalation point.
(Plus) Experience supporting crypto, DeFi, or trading products.
(Plus) Track record running a high-value or VIP service tier.
Why Join Us
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.