Escalations And Complaints Lead

Polymarket; New York (NY); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

MacBook Pro

MacBook Pro setup

Health coverage

Vision coverage

Dental coverage

401k match

Unlimited PTO

Pay transparency

Job summary

Polymarket in New York is seeking a senior leader to own escalations and formal complaints end to end, including intake, classification, resolution, root cause analysis, and reporting.

This build role shapes the program from scratch, requiring collaboration with Legal, Compliance, Trust & Safety, Product, and Engineering to ensure audit-ready processes and scalable operations.

Qualifications

• 4+ years in escalations or complaints management at regulated firms.
• Experience building or running formal complaints programs.
• Strong written communication for sensitive situations.
• Audit-ready documentation habits.
• Ability to collaborate with Legal and Compliance teams.

Responsibilities

• Define and own the escalations process and SLAs.
• Build the complaints program from the ground up, including intake, tracking, and resolution workflows.
• Personally handle the most sensitive and highest-stakes customer cases.
• Partner with Trust and Safety and Community teams for cross-functional coordination.
• Analyze complaint and escalation trends and drive fixes with Product, Engineering, and Policy.
• Maintain complete case records and produce regulator-ready reporting.
• Train frontline agents and AI systems on escalation criteria and documentation standards.

Skills

Escalations experience

Complaints management

Regulated environment

Fintech familiarity

Job description

About Polymarket

Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.

We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.

About the Role

When something goes wrong for a customer and the normal path hasn't fixed it, the case lands with you. You'll own how Polymarket handles escalations and formal complaints end to end: intake, classification, resolution, root cause analysis, and reporting. The scope covers trust, safety, and community concerns alongside standard customer disputes, and it has to meet regulatory and audit expectations. Documentation discipline matters as much as resolution speed here.

This is a build role. Polymarket's CX function is growing, and a formal escalations and complaints program doesn't fully exist yet. You'll define what gets escalated, how, and to whom, set service levels, and make sure every case file is clean enough to hand to a regulator. You'll work closely with Legal, Compliance, Trust and Safety, Product, and Engineering, which means you need to be as comfortable writing a case summary for outside counsel as you are talking a frustrated customer off a ledge.

The right person for this role is a steady hand with a strong sense of fairness and a track record of building complaint programs in regulated environments. If you've spent years cleaning up other people's escalation messes and have opinions about how to do it right, this is your chance to build it from scratch.

What You'll Do

• Define and own the escalations process: what triggers an escalation, who handles it, and what the resolution timeline looks like at each severity level.


• Build the complaints program from the ground up, including intake, classification, tracking, and resolution workflows that satisfy regulatory and audit requirements.


• Personally handle the most sensitive and highest-stakes customer cases, including those involving regulatory referrals or formal consumer complaints.


• Partner with Trust and Safety and Community teams to manage concerns that arrive through support channels and require cross-functional coordination.


• Analyze complaint and escalation trends, identify root causes, and drive fixes with Product, Engineering, and Policy.


• Maintain complete, accurate case records and produce reporting that Legal, Compliance, and external auditors can rely on.


• Train front-line agents and AI systems on escalation criteria, handoff procedures, and documentation standards so the program works at scale.

What We're Looking For

• 4 or more years in escalations, complaints management, or customer resolution at a fintech, bank, brokerage, or other regulated company.


• Direct experience building or running a formal complaints program, including intake design, case tracking, and regulatory reporting.


• Strong written communication skills, particularly in sensitive situations where tone and precision both matter.


• Rigorous documentation habits and a clear understanding of what \"audit-ready\" actually means in practice.


• Sound judgment and a consistent sense of fairness when cases are ambiguous or emotionally charged.


• Comfort working directly with Legal and Compliance teams, including translating case details into formats they can act on.


• (Plus) Experience handling regulator-referred or formal consumer complaints, such as CFPB or state-level filings.


• (Plus) Background in Trust and Safety or community moderation, especially in a platform or marketplace context.

Benefits

• Competitive salary & equity


• Unlimited PTO


• Full Health, Vision, & Dental coverage


• 401k match


• Hardware setup: new MacBook Pro, big display, & accessories


• Pay Transparency


• Base salary range: $200,000 to $250,000, plus equity and benefits.

This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it. We're always happy to talk it through.