CX Incident Response Lead
Polymarket
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Benefits offered by this job
Job summary
Polymarket is seeking an experienced CX Incident Manager to own end-to-end response during outages and incidents impacting customers. You will coordinate agents, collaborate with engineering, and ensure clear customer communications and fast bug intake.
In this role you will build and run war rooms, maintain the known-issue library, and design on-call coverage to ensure accountability. Experience with real-time trading platforms is a plus.
Qualifications
- 4+ years in incident management or support operations.
- Can read logs and discuss API errors with engineers.
- Experience building support or ops processes from scratch.
- Calm, structured voice in high-pressure situations.
- Hands-on with Jira, Linear, PagerDuty, Statuspage.
- Plus: experience with trading platforms or real-time uptime impact on users.
- Plus: familiarity with blockchain/crypto wallets or on-chain transactions.
Responsibilities
- Run the CX war room during live incidents and coordinate agents.
- Triage bug reports and file to engineering with context.
- Build escalation paths into Product and Engineering with clear SLAs.
- Own the known-issue library and keep it current.
- Lead post-incident reviews for CX and track fixes to completion.
- Design and stand up on-call coverage for CX.
Skills
Tools
Job description
Polymarket is seeking an experienced CX Incident Manager to own end-to-end response during outages and incidents impacting customers. You will coordinate agents, collaborate with engineering, and ensure clear customer communications and fast bug intake.
In this role you will build and run war rooms, maintain the known-issue library, and design on-call coverage to ensure accountability. Experience with real-time trading platforms is a plus.
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