CX Analytics Lead - Build the Data & Insights Engine

Polymarket; United States; Remote; USD 250,000 - 275,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Health, Vision, & Dental coverage

401k match

Hardware setup

Job summary

Polymarket is expanding its CX analytics function and seeks a leader to build it from the ground up. You will define metrics, create a single source of truth for service levels, CSAT, handle time, and first-contact resolution, and report to CX leadership.

You will lead the Analytics Engineering team, collaborate with central data, and set vision, roadmap, and standards. Strong SQL, dbt, and BI storytelling are required; plus experience with customer support data and NLP/LLM basics is a plus.

Qualifications

• 6+ years in analytics or data science and 2+ years leading an analytics team.
• Expert SQL, dbt experience, and fluency in at least one BI tool.
• Experience building analytics functions or data models from scratch.
• Experience with customer support data and CX metrics.

Responsibilities

• Define and own the CX metrics layer: CSAT, handle time, first-contact resolution, and contact rate.
• Write SQL and build data models to diagnose spikes and surface root causes.
• Lead Analytics Engineering team: set priorities and ensure impactful output.
• Collaborate with central data to build pipelines and shared infrastructure.
• Deliver weekly metrics summaries and actionable insights to CX leadership.
• Build measurement framework for AI agents and automation in CX.
• Apply forecasting to staffing and contact drivers.

Skills

SQL

dbt

BI tools

Analytics leadership

Tools

Looker

Tableau

Mode

Hex

Job description

Polymarket is expanding its CX analytics function and seeks a leader to build it from the ground up. You will define metrics, create a single source of truth for service levels, CSAT, handle time, and first-contact resolution, and report to CX leadership.

You will lead the Analytics Engineering team, collaborate with central data, and set vision, roadmap, and standards. Strong SQL, dbt, and BI storytelling are required; plus experience with customer support data and NLP/LLM basics is a plus.