Analytics Engineer, Customer Experience

Polymarket

1d•$200,000 - $250,000

About The Position

The CX team at Polymarket is small, high-ownership, and directly responsible for the experience of users moving real money on the world's largest prediction market. Right now, the team handles a high volume of complex issues across withdrawals, KYC, and market resolution, and the data infrastructure to understand that work at scale is still being built. This role will own the data foundation for CX, building the models, pipelines, and semantic layer that turn raw support data into usable information. The individual will make foundational decisions about how CX data is structured, sourced, and trusted, shaping how the team operates. The complexity of CX data at Polymarket stems from users interacting across crypto rails, prediction markets, and identity verification flows, requiring the person in this role to understand this complexity to model it correctly and communicate findings clearly to both engineers and non-technical CX teammates.

Requirements

5+ years in analytics engineering, data engineering, or a closely related data role
Expert SQL and strong hands-on dbt experience, including modeling, testing, and documentation
Experience working with a cloud data warehouse such as Snowflake, BigQuery, or Redshift
Experience with data ingestion tools such as Fivetran or Airbyte, and working knowledge of Python
Strong data modeling fundamentals and a track record of building systems that non-technical teams actually use
Experience diagnosing complex, multi-variable issues and communicating findings clearly to non-technical stakeholders
Track record of building or improving documentation, whether data documentation, support playbooks, or process guides

Nice To Haves

Prior experience working with customer support, CRM, or trust and safety data
Experience influencing product or policy decisions using data from CX or operations
Familiarity with on-chain data or crypto transaction flows

Responsibilities

Design and maintain dbt data models for support data, covering ticketing, KYC, withdrawals, and market resolution workflows
Integrate data from sources including Decagon, BPO partners, CRM systems, and WFM tools into the cloud warehouse
Build data quality tests, monitoring, and documentation so the team can trust what they're looking at
Define shared metrics and dimensions in the semantic layer so CX, ops, and leadership are all calculating things the same way
Build dashboards and self-serve datasets that let CX teammates answer operational questions without waiting on a data request
Identify recurring failure patterns in support data and translate them into documented findings for the CX playbook and internal stakeholders
Partner with the central data engineering team on shared pipelines, infrastructure decisions, and data governance