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.
About the job
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
SQL, AI Tools, Help Center Cms, Dashboards, Support Tooling
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