In-House Support Operations

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

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

Our in-house support team is Polymarket's center of excellence: the specialists who handle the most complex, sensitive, and high-value customer issues, and the people everyone else in CX learns from. Right now, that team needs to be built. You'll design the structure, hire the specialists and leads, and set the standard for how Tier 3 operates across Escalations, Complaints, Executive Community Relations, US and DeFi support, and Incubation.

This is a high-ownership role with real operational scope. You'll lead the leads, own the queues, define the escalation paths that connect Tier 1 and Tier 2 partners to your specialists, and make the judgment calls that don't fit neatly into a policy. You'll also be the person who decides when a pattern of cases means a policy needs to change, and who carries that signal to CX Strategy, Product, and Engineering with data behind it.

The challenge is real: Polymarket moves fast, the issues your team handles are often novel, and the stakes for customers are high. We're looking for someone who has built something like this before, who knows the difference between a case that needs a rule and one that needs judgment, and who raises the bar for everyone around them.

What You'll Do

• Build the Tier 3 team from the ground up: design the structure, write the hiring bar, recruit specialists and leads, and build a coaching culture that makes this the best support team in the industry.
• Own the queues for Escalations, Complaints, and DeFi support, including service levels, case-handling standards, and the workflows that keep complex issues moving.
• Define and enforce the escalation paths between Tier 1, Tier 2, and in-house specialists, including clear handoff criteria and accountability on both sides.
• Run the operating rhythm: weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, and staffing decisions that keep the team performing.
• Make the hard calls on policy exceptions and sensitive cases, and feed recurring patterns back into policy through CX Strategy.
• Partner with Compliance, Premier, and Product on novel issues, policy gaps, and how production support roles are defined and governed.
• Bring what your team sees every day to Product and Engineering, with data, so that support signals actually influence the roadmap.

What We're Looking For

• 6+ years in customer support operations, with direct responsibility for team performance, staffing, and service levels.
• 3+ years leading managers or team leads, not just individual contributors.
• Demonstrated experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching.
• Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to apply policy and when to override it.
• Metrics-driven approach to running a team: you know which numbers matter, you pull them yourself, and you act on them.
• Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry where compliance and customer risk intersect.
• Comfortable working across Compliance, Product, and Engineering as a peer, not just an escalation point.
• (Plus) Experience supporting crypto, DeFi, or trading products.
• (Plus) Track record running a high-value or VIP service tier.

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, reach out anyway. We're always happy to talk it through.