CX Tech Lead: AI Automation & Integrations

Polymarket; United States; Remote; USD 200,000 - 250,000; Full time

Benefits offered by this job

Competitive salary

Equity

Unlimited PTO

Health Vision Dental

401k match

Hardware setup

Job summary

Polymarket is seeking a senior leader to own the CX tech stack, including ticketing, CRM, AI automation, and integrations. You’ll set the roadmap, write specs, drive rollouts, and manage vendor relationships.

This role shapes how Polymarket scales customer support as the platform grows, balancing quick wins with long-term architecture and staying close to product needs. You’ll influence engineering priorities and CX tooling decisions.

Qualifications

• 4+ years in CX systems or technical program management.
• Experience deploying AI automation in a support context.
• Comfort with APIs, webhooks, and integrations at design/review level.
• Strong program management across multiple projects with on-time delivery.

Responsibilities

• Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations.
• Configure, evaluate, and improve Decagon AI agents to increase automated resolution rates.
• Translate CX pain points into engineering requirements and follow specs to delivery.
• Lead tooling rollouts from kickoff through launch with cross-functional coordination.
• Partner with product Engineering on integrations and data flows between systems.
• Administer CX platforms, managing access controls and changes across the stack.
• Manage vendor relationships, renewals, escalations, and evaluations of new tools.

Skills

CX systems

Technical program management

API integrations

Vendor management

Project leadership

Tools

Zendesk

Salesforce Service Cloud

Intercom

Job description

Polymarket is seeking a senior leader to own the CX tech stack, including ticketing, CRM, AI automation, and integrations. You’ll set the roadmap, write specs, drive rollouts, and manage vendor relationships.

This role shapes how Polymarket scales customer support as the platform grows, balancing quick wins with long-term architecture and staying close to product needs. You’ll influence engineering priorities and CX tooling decisions.