Head of Content, QA & Learning for AI‑Enabled Support

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

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Health, Vision, & Dental coverage

401k match

MacBook Pro setup

Job summary

Polymarket is seeking a senior Customer Experience leader to own QA, knowledge, and learning and development. You will design the QA scorecard, scale AI-assisted reviews, and ensure accurate, consistent answers across human and AI agents.

You will build and run onboarding and training for in-house and BPO teams, maintain the knowledge base and prompts for AI agents, and lead specialists across QA, content, and L&D as the organization grows.

Qualifications

• 6+ years in QA, knowledge management, or L&D with ownership over outcomes.
• Experience building QA/content/L&D from scratch and raising standards.

Responsibilities

• Define the QA scorecard and run weekly audits across human and AI conversations.
• Build an AI-assisted QA program to review more conversations and drive actions.
• Own the help center, knowledge base, macros, and prompts for AI agents, ensuring accuracy.
• Design and run onboarding and ongoing training for in-house and BPO teams, tracking ramp time.
• Translate QA findings into new training modules, content updates, or process changes.
• Build compliance review into QA workflows for regulated interactions and report results.
• Hire and manage specialists across QA, content, and L&D as the team grows.

Skills

QA leadership

Knowledge management

L&D program

AI-assisted QA

Data analysis

Team leadership

Strong writing

Tools

QA platforms

LMS

Help center CMS

Job description

Polymarket is seeking a senior Customer Experience leader to own QA, knowledge, and learning and development. You will design the QA scorecard, scale AI-assisted reviews, and ensure accurate, consistent answers across human and AI agents.

You will build and run onboarding and training for in-house and BPO teams, maintain the knowledge base and prompts for AI agents, and lead specialists across QA, content, and L&D as the organization grows.