CX Tech Lead - AI Automation & Integrations

Polymarket; New York (NY); In loco; USD 200.000 - 250.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary & equity

Unlimited PTO

Health, Vision, & Dental coverage

401k match

MacBook Pro setup & accessories

Descrizione del lavoro

Polymarket is seeking a head of CX tech to own the end-to-end CX stack, from ticketing to AI automation, and to own vendor relationships. You will shape roadmaps, write specs, and drive rollouts across Engineering, Operations, and product teams.

The role focuses on scaling support asPolymarket grows, balancing immediate, practical improvements with long-term strategic investments. Strong PM, API, and AI experience are essential.

Competenze

• 4+ years in CX systems or related roles.
• Hands-on admin experience with Zendesk, Salesforce Service Cloud, or Intercom.
• Experience deploying AI agents or automation in a support context.
• Comfort working with APIs, webhooks, and integrations.
• Strong program management across multiple projects and clear communication.
• Plus: experience building LLM evaluation frameworks or QA workflows.
• Plus: fintech, crypto, or trading platform exposure.

Mansioni

• Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations, deciding what gets built and when.
• Configure, evaluate, and improve Decagon AI agents to raise automated resolution rates.
• Translate CX pain points into buildable Engineering specs and follow through to delivery.
• Lead tooling rollouts from kickoff through launch with cross-functional teams.
• Partner with product Engineering on CX integrations (APIs, webhooks, data flows).
• Administer CX platforms daily, manage access controls and change management.
• Manage vendor relationships and contracts for CX software.

Conoscenze

CX systems

Program management

APIs & webhooks

Vendor management

Communication

Strumenti

Zendesk

Salesforce Service Cloud

Intercom

Descrizione del lavoro

Polymarket is seeking a head of CX tech to own the end-to-end CX stack, from ticketing to AI automation, and to own vendor relationships. You will shape roadmaps, write specs, and drive rollouts across Engineering, Operations, and product teams.

The role focuses on scaling support asPolymarket grows, balancing immediate, practical improvements with long-term strategic investments. Strong PM, API, and AI experience are essential.