Customer Experience Specialist

Polymarket; New York (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Full Health, Vision, & Dental coverage

401k match

Equinox membership

Hardware setup: new MacBook Pro, big 2

Job summary

Polymarket in New York is seeking a CX Specialist to own the frontline experience. You will handle tickets end to end, reply in live chats, and partner with Product, Engineering, and Operations to improve our AI support tooling.

You’ll turn user feedback into product fixes, measure impact, and push for higher standards of customer care across traders and communities.

Qualifications

• 1+ years in customer support, customer experience, customer success, or a similar customer-facing role.
• You genuinely care about the customer experience. You take it personally when a user has a bad time, and you measure your success by how much better you leave things, not just how many tickets you close
• Tool-native and unafraid of data. Comfortable in dashboards and support tooling, and willing to dig into SQL, AI tools, or a help center CMS even if you’ve never written code professionally
• Comfortable working alongside engineers. You can describe a bug clearly, reproduce an issue, and translate between customers and technical teams
• Excellent written and verbal communication, especially in online and community settings. Clear, fast, and human, with tone-reading as a default skill
• Strong prioritization, time management, and attention to detail. You can hold 10+ live client threads and not drop any
• A bias toward building the fix, not just applying the band-aid. You get restless when you see the same problem twice
• (Plus) Domain context in prediction markets, sportsbooks, derivatives, or equities. Any market microstructure background where outcomes and edge matter
• (Plus) Active trading experience
• (Plus) Experience improving support operations, automation, or AI support tooling

Responsibilities

• Own the frontline. Handle tickets end to end and jump into live chats the moment an incident hits.
• Make the org 1% better every single day. You’ll be in the tools daily: pulling data, spotting patterns across tickets, prototyping with our AI support stack, and partnering with engineers to kill recurring issues at the root.
• Own the CX profile with real leverage. Treat every repeat ticket as a signal. Turn manual, repetitive pain into systemic fixes in our process, our AI agents, and our self‑serve experience.
• Work across the whole company. Partner with Product, Engineering, Partnerships, and Operations. Build trust with technical teams and business leaders alike, and translate between customers and the people who can fix things for them.
• Act as the voice of the customer. Surface product gaps, track adoption signals, and push for the fixes that matter most.
• Raise the bar relentlessly. Hold every interaction to the standard of the world's best customer experience, and keep pushing it higher.

Skills

Customer support

Data-driven

SQL

AI tooling

CMS familiarity

Cross-functional work

Strong communication

Prioritization

Time management

Domain context

Job description

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

Polymarket is reinventing what frontline support looks like, and our goal is simple: build the world's best customer experience. CX Specialists are not ticket-closers. They’re the owners of our customer experience. You’ll handle the real, day-to-day work of supporting our users, and you’ll use that front‑row seat to make our process, our AI tooling, and our entire CX motion measurably better every single day.

This role is for someone who genuinely cares about the people on the other end of every conversation, and who is energized by leverage: turning one painful ticket into a fix that means thousands of users never hit that pain again. You don’t need to be an engineer, but you’re tool‑native, curious, and comfortable working shoulder to shoulder with teams across the company to get things done. You’ll act as a mini‑founder for the customer experience, accountable for the outcome and not just the queue.

What You’ll Do

The CX Specialist owns the frontline and uses it as a launchpad to improve everything behind it. You’ll resolve problems before they eskalate, jump in when things break, and turn that first‑hand knowledge into a better product and a better support org.

• Own the frontline. Handle tickets end to end and jump into live chats the moment an incident hits. When users need a human, you’re it.

• Make the org 1% better every single day. You won’t ship production code, but you’ll be in the tools daily: pulling data, spotting patterns across tickets, prototyping with our AI support stack, and partnering with engineers to kill recurring issues at the root. Your improvements span process, AI tooling, and automation.

• Own the CX profile with real leverage. Treat every repeat ticket as a signal. Turn manual, repetitive pain into systemic fixes in our process, our AI agents, and our self‑serve experience.

• Work across the whole company. Partner with Product, Engineering, Partnerships, and Operations. Build trust with technical teams and business leaders alike, and translate between customers and the people who can fix things for them.

• Act as the voice of the customer. Surface product gaps, track adoption signals, and push for the fixes that matter most.

• Raise the bar relentlessly. Hold every interaction to the standard of the world's best customer experience, and keep pushing it higher.

What We’re Looking For

• 1+ years in customer support, customer experience, customer success, or a similar customer‑facing role. Bonus if you’ve worked with sophisticated traders, institutional clients, or high‑stakes power users

• You genuinely care about the customer experience. You take it personally when a user has a bad time, and you measure your success by how much better you leave things, not just how many tickets you close

• Tool‑native and unafraid of data. Comfortable in dashboards and support tooling, and willing to dig into SQL, AI tools, or a help center CMS even if you’ve never written code professionally

• Comfortable working alongside engineers. You can describe a bug clearly, reproduce an issue, and translate between customers and technical teams

• Excellent written and verbal communication, especially in online and community settings. Clear, fast, and human, with tone‑reading as a default skill

• Strong prioritization, time management, and attention to detail. You can hold 10+ live client threads and not drop any

• A bias toward building the fix, not just applying the band‑aid. You get restless when you see the same problem twice

• (Plus) Domain context in prediction markets, sportsbooks, derivatives, or equities. Any market microstructure background where outcomes and edge matter

• (Plus) Active trading experience

• (Plus) Experience improving support operations, automation, or AI support tooling

Benefits

• Competitive salary & equity

• Unlimited PTO

• Full Health, Vision, & Dental coverage

• 401k match

• Equinox membership

• Hardware setup: new MacBook Pro, big display, & accessories