Escalations & Complaints Program Lead

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

Benefits offered by this job

Competitive salary and equity

Unlimited PTO

Health, Vision, & Dental coverage

401k match

MacBook Pro setup and peripherals

Job summary

Polymarket, a leading prediction market platform in the United States, seeks a seasoned professional to own escalations and complaints end-to-end. You will design intake, classification, tracking, and resolution workflows while ensuring regulatory and audit readiness across trust, safety, and community concerns.

In this build role, you’ll define what gets escalated, set service levels, and collaborate with Legal, Compliance, and Product to hand cases to regulators when needed.

Qualifications

• 4+ years in escalations, complaints management, or customer resolution at a regulated company.

Responsibilities

• Define and own the escalations process and timelines by severity.
• Build the complaints program from intake to resolution with regulatory alignment.
• Handle the most sensitive cases and cooperate with Legal, Compliance, Trust and Safety, Product, and Engineering.
• Train front-line agents and AI systems on escalation criteria and documentation standards.

Skills

Escalations management

Complaint program design

Regulatory reporting

Strong written communication

Audit readiness

Job description

Polymarket, a leading prediction market platform in the United States, seeks a seasoned professional to own escalations and complaints end-to-end. You will design intake, classification, tracking, and resolution workflows while ensuring regulatory and audit readiness across trust, safety, and community concerns.

In this build role, you’ll define what gets escalated, set service levels, and collaborate with Legal, Compliance, and Product to hand cases to regulators when needed.