# Head of Technical Customer Experience

**Company:** [Polymarket](https://hotfix.jobs/companies/polymarket)
**Location:** New York, NY
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** SQL, Python, REST APIs, Ai/Llm Support Agents, Data Analysis, API Integrations, Webhooks, Incident Response, Troubleshooting, Automation Workflows
**Posted:** 2026-06-09

> 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.

## Job Description

## 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

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