Advanced Support Specialist

## 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.

## What You'll Do - Own a portfolio of advanced users with proactive, relationship-first support on a structured cadence - Handle and resolve disputes around market resolution, order execution, and platform mechanics — always grounded in the rulebook - Design and operate the tiered support program: routing logic, SLA frameworks, escalation protocols, and Intercom configuration - Author and maintain internal playbooks for communication standards, escalation pathways, and dispute response - Track and report on program health metrics: CSAT, resolution time, escalations, and agent productivity - Act as the primary feedback loop between users and product, engineering, and leadership teams

## What We're Looking For - 3–5 years in high-touch customer success, account management, or CX program management - Solid understanding of DeFi — AMMs, DEXs, wallets, on-chain mechanics — and how the regulated US platform differs - Exceptional written communication: firm, empathetic, rules-grounded, and concise under pressure - Hands-on Intercom experience: segment configuration, routing rules, SLA management - Available to respond to escalations within 30 minutes, including nights and weekends — this is a 24/7 market - (Plus) Familiarity with on-chain analytics tools and wallet-level troubleshooting - (Plus) Experience with regulated exchanges or financial services platforms

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

Polymarket is the world's largest prediction market platform where users trade on the outcomes of real-world events such as politics, sports, economics, and more, using USDC cryptocurrency on the Polygon blockchain. It provides real-time odds reflecting news, polls, and events, and operates globally with a US-regulated entity.