CX Tooling TPM: AI Automation & Platform Roadmap

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

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Full Health, Vision, & Dental coverage

401k match

Hardware setup: new MacBook Pro, big显示

Job summary

Polymarket seeks a CX Tech Lead to own the customer experience tooling stack end to end, including ticketing, CRM, AI automation, and integrations. You’ll write specs, drive rollouts, and manage vendor relationships, turning CX pain points into buildable requirements for Engineering.

You’ll shape a fast-moving roadmap that scales with a global user base. The role emphasizes hands-on administration of Zendesk, Salesforce Service Cloud, and Intercom, plus strong PM skills and experience deploying

Qualifications

• 4+ years in CX systems or equivalent role.
• Hands-on admin experience with Zendesk/Salesforce Service Cloud/Intercom.
• Experience deploying AI agents or automation in a support context.
• Comfortable with APIs, webhooks, and integrations; able to design and review implementations.
• Strong program management across multiple projects with on-time delivery.
• Excellent written and verbal communication with technical and non-technical audiences.
• Plus: LLM evaluation frameworks or QA workflows for AI-generated responses.
• Plus: fintech/crypto/trading platform familiarity emphasizing compliance, speed, and trust.

Responsibilities

• Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations.
• Configure, evaluate, and improve Decagon AI agents to boost automated resolution rates.
• Translate CX pain points into clear requirements for Engineering and follow through to delivery.
• Lead tooling rollouts from kickoff to launch with cross-functional coordination.
• Collaborate with product Engineering on integrations including APIs and data flows.
• Administer CX platforms day-to-day: access controls, configurations, and change management.
• Manage vendor relationships and renewals for CX software.

Skills

Program management

PM collaboration

APIs & integrations

CX systems

Communication

Tools

Zendesk

Salesforce Service Cloud

Intercom

Job description

Polymarket seeks a CX Tech Lead to own the customer experience tooling stack end to end, including ticketing, CRM, AI automation, and integrations. You’ll write specs, drive rollouts, and manage vendor relationships, turning CX pain points into buildable requirements for Engineering.

You’ll shape a fast-moving roadmap that scales with a global user base. The role emphasizes hands-on administration of Zendesk, Salesforce Service Cloud, and Intercom, plus strong PM skills and experience deploying