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PolymarketPolymarketNew York, NY

Customer Experience Specialist

Own frontline customer support for Polymarket's prediction market platform, resolving tickets and live chats while using insights to improve AI tooling, processes, automation, and the product. Requires 1+ years customer-facing experience, data comfort, and collaboration with engineering teams.

Salary not listed
On-site1+ YOECustomer Support

About the role

What You'll Do

  • Own the frontline: Handle tickets end to end and jump into live chats the moment an incident hits. When users need a human, you're it.
  • Make the org 1% better every single day: Pull data, spot patterns across tickets, prototype with our AI support stack, and partner with engineers to kill recurring issues at the root. Improvements span process, AI tooling, and automation.
  • Own the CX profile with real leverage: Treat every repeat ticket as a signal. Turn manual, repetitive pain into systemic fixes in our process, our AI agents, and our self-serve experience.
  • Work across the whole company: Partner with Product, Engineering, Partnerships, and Operations. Build trust with technical teams and business leaders alike, and translate between customers and the people who can fix things for them.
  • Act as the voice of the customer: Surface product gaps, track adoption signals, and push for the fixes that matter most.
  • Raise the bar relentlessly: Hold every interaction to the standard of the world's best customer experience, and keep pushing it higher.

What We're Looking For

  • 1+ years in customer support, customer experience, customer success, or a similar customer-facing role. Bonus if you've worked with sophisticated traders, institutional clients, or high-stakes power users.
  • You genuinely care about the customer experience. You take it personally when a user has a bad time, and you measure your success by how much better you leave things, not just how many tickets you close.
  • Tool-native and unafraid of data. Comfortable in dashboards and support tooling, and willing to dig into SQL, AI tools, or a help center CMS even if you've never written code professionally.
  • Comfortable working alongside engineers. You can describe a bug clearly, reproduce an issue, and translate between customers and technical teams.
  • Excellent written and verbal communication, especially in online and community settings. Clear, fast, and human, with tone-reading as a default skill.
  • Strong prioritization, time management, and attention to detail. You can hold 10+ live client threads and not drop any.
  • A bias toward building the fix, not just applying the band-aid. You get restless when you see the same problem twice.
  • (Plus) Domain context in prediction markets, sportsbooks, derivatives, or equities. Any market microstructure background where outcomes and edge matter.
  • (Plus) Active trading experience.
  • (Plus) Experience improving support operations, automation, or AI support tooling.

Benefits

  • Competitive salary & equity
  • Unlimited PTO
  • Full Health, Vision, & Dental coverage
  • 401k match
  • Equinox membership
  • Hardware setup: new MacBook Pro, big display, & accessories

Skills

SQLAI ToolsHelp Center CmsDashboardsSupport Tooling

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