Customer Experience Representative

## 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 customer experience coverage across the ticketing system and monitor community and social channels during your shift - Handle complex and escalated tickets including market resolution disputes, withdrawal and funding issues, KYC follow-ups, and account access problems - Route tickets into the right internal specialty teams with clean tagging and proper PII handling - Hold the line during high-traffic market events — sports finals, elections, breaking news — with on-call awareness during shoulder hours - Draft macros and response templates for recurring issues and produce clean handoffs to the rest of the team - Stay inside approved customer language guidelines at all times — this is a regulated environment and tone matters

## What We're Looking For - 2–4 years in customer experience, customer support, or trust and safety, ideally at a fintech, crypto, gaming, or regulated consumer platform - Weekend availability (Saturday and Sunday) is a hard requirement — standard shift is 12pm–8pm PT / 3pm–11pm ET, with an optional four-day schedule of 11am–9pm PT - Strong written communication that shifts naturally between empathetic, firm, and neutral depending on what the situation calls for - Hands-on experience with CRM tooling: macros, tagging, ticket triage, basic reporting - Self-directed during your shift — you'll often be the most senior CX person online and need to know when to act and when to escalate - Clear understanding that this is a regulated U.S. platform and that customer comms must stay inside approved guidelines - (Plus) Prior experience escalating to trust and safety, compliance, or legal teams - (Plus) Exposure to KYC/AML workflows - (Plus) Familiarity with prediction markets, crypto, or other trading products - (Plus) Comfort with community and social channels as support and listening surfaces - (Plus) Experience working in a 24/7 support environment with on-call or follow-the-sun coverage

## 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.