Head of Technical Customer Experience

## 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 - 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 - (Plus) Experience with regulated trading platforms or financial services customer support - (Plus) DeFi and crypto wallet knowledge including on-chain mechanics and wallet integrations - (Plus) Trading platform outage remediation or "make-whole" program experience - (Plus) 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

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.