Customer Experience Representative, U.S.

Polymarket•New York, NY

12d

About The Position

Polymarket is the world's largest prediction market platform, enabling individuals to trade on outcomes across various categories. We are growing rapidly and seeking a dedicated Customer Experience Representative to provide coverage during peak volume times, particularly weekends. This role involves handling escalations, routing issues to specialists, and maintaining high customer service standards. The representative will be the senior point of contact during their shift, managing incoming tickets, escalating complex issues, and monitoring community channels during high-traffic periods.

Requirements

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
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

Nice To Haves

Prior experience escalating to trust and safety, compliance, or legal teams
Exposure to KYC/AML workflows
Familiarity with prediction markets, crypto, or other trading products
Comfort with community and social channels as support and listening surfaces
Experience working in a 24/7 support environment with on-call or follow-the-sun coverage

Responsibilities

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