Head of In-House Support & Escalations

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

Benefits offered by this job

Unlimited PTO

Health, Vision & Dental coverage

401k match

MacBook Pro setup

Job summary

Polymarket is seeking a high-ownership leader to design and scale the Tier 3 support function, overseeing Escalations, Complaints, and DeFi support. You will set escalation paths, own queues, and partner with Compliance, Product, and Engineering to shape policy and the roadmap.

You will hire, coach, and lead managers and specialists, owning the operating rhythm and making judgment calls on policy exceptions.

Qualifications

• 6+ years in customer support operations with responsibility for team performance, staffing, and SLAs.
• 3+ years leading managers or team leads, not just ICs.
• Experience building or scaling in-house escalations or specialist support teams.
• Strong operational judgment on complex, sensitive, or high-value cases, with policy vs. override discernment.
• Metrics-driven approach with hands-on data ownership.

Responsibilities

• Build the Tier 3 team from the ground up: design structure, hiring bar, recruit specialists and leads, and coaching culture.
• Own queues for Escalations, Complaints, and DeFi support, including SLAs and workflows.
• Define escalation paths between Tier 1, Tier 2, and specialists with clear handoffs and accountability.
• Run operating rhythm: weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, staffing decisions.
• Make policy exceptions and feed recurring patterns back into CX Strategy and Policy.
• Partner with Compliance, Product, and Engineering on novel issues and governance of production support roles.
• Provide product and engineering with data-driven support signals to influence the roadmap.

Skills

Customer support ops

Leadership

Operations management

Policy judgement

Cross-functional collaboration

Job description

Polymarket is seeking a high-ownership leader to design and scale the Tier 3 support function, overseeing Escalations, Complaints, and DeFi support. You will set escalation paths, own queues, and partner with Compliance, Product, and Engineering to shape policy and the roadmap.

You will hire, coach, and lead managers and specialists, owning the operating rhythm and making judgment calls on policy exceptions.