Advanced Support Specialist

Polymarket•New York, NY

About The Position

Polymarket is looking for an Advanced Support Specialist to build and own a new customer experience program. This is a foundational individual contributor role with direct access to senior leadership and real latitude to shape strategy and execution. You'll own relationships with our advanced users, run the support platform, and serve as the connective tissue between users and internal teams. When something goes wrong for a user, you're the one who resolves it — or fixes the process that missed it.

Requirements

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

Nice To Haves

Familiarity with on-chain analytics tools and wallet-level troubleshooting
Experience with regulated exchanges or financial services platforms

Responsibilities

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