Real Time Analyst
About This Role
When a market moves, our queues move with it. The Customer Experience team at Polymarket operates in an environment where volume can spike without warning, driven by breaking news, major events, or a market that suddenly goes viral. Real-time management here is not a background function. It is the difference between customers getting help and customers churning. You will sit inside the CX Operations team, reporting to the Capacity Planning Lead, and you will be the person watching the queues when everyone else is watching the markets. We work with in-house agents and BPO partners, and keeping both aligned to actual demand, in real time, across multiple channels, is the core of this job. The forecast tells you what to expect. You handle what actually happens. This hire matters because we are growing fast and our support complexity is growing with it. We need someone who has done this before, who does not need to be told when to act, and who can communicate a staffing risk clearly and quickly to the people who need to know. If you are the kind of person who stays calm when the dashboard turns red and moves fast with a spreadsheet, this role was built for you.
What We're Looking For
5 or more years in real-time analysis or Workforce Management in a contact center or support environment.
Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously, not just a single queue or a single partner.
Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool.
Demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be told what to do.
Clear, direct written communication, the kind that gets the right information to the right person in a Slack message without requiring follow-up questions.
Availability to support coverage around major events, which at Polymarket can happen on short notice and outside standard business hours.
(Plus) SQL or BI tool experience that lets you pull and analyze data without depending on an analyst.
(Plus) Background in fintech, crypto, trading, or another consumer product where volume is event-driven and unpredictable.
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.