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PolymarketPolymarketNew York, NY

Head of Technical Customer Experience

Lead and transform the US customer support function into an AI-first technical organization. Hands-on role requiring expert SQL, Python, and AI agent management while building and coaching a high-performing support team.

Salary not listed
On-site5+ YOECustomer Success

About the role

What You'll Do

  • Manage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practices
  • Write and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixing
  • Own and tune our AI support agent hands-on by adjusting resolution rates, building automation workflows, creating custom responses, and setting up guardrails
  • Lead incident response as the customer's point person during outages, managing engineering bridge calls, publishing status updates, and building repeatable playbooks
  • Build technical integrations using REST APIs, webhooks, and Python automation that let the support team resolve issues without waiting for engineering
  • Create white-glove experiences for high-value customers with named ownership, same-day follow-up, and proactive communication about platform changes
  • Partner with Product and Engineering to push fixes that eliminate entire categories of support tickets and represent customer needs in technical discussions

What We're Looking For

  • 5+ years leading customer-facing teams with experience transforming support organizations, not just maintaining them
  • Expert-level SQL skills including complex joins, CTEs, window functions, and aggregations against large data warehouses
  • Hands-on AI/LLM support agent management with deep understanding of resolution metrics, automation workflows, and performance tuning
  • Python programming experience for building automations, data analysis, and API integrations
  • Technical troubleshooting ability to read logs, API responses, and traces well enough to root-cause issues alongside engineering teams
  • Exceptional written communication that is firm, empathetic, and concise under pressure
  • Availability for escalations within 30 minutes including nights and weekends

Nice to have:

  • Experience with regulated trading platforms or financial services customer support
  • DeFi and crypto wallet knowledge including on-chain mechanics and wallet integrations
  • Trading platform outage remediation or "make-whole" program experience
  • Modern AI-first support stack familiarity with build, test, deploy cycles for AI agents

Benefits

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

Skills

SQLPythonREST APIsAi/Llm Support AgentsData AnalysisAPI IntegrationsWebhooksIncident ResponseTroubleshootingAutomation Workflows

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