Coaching & Quality Assurance - Customer Success

Polymarket•New York, NY

7h•Onsite

About The Position

We’re looking for an in-office, client-facing Customer Success Rep with Coaching & Quality Assurance ownership and deep financial services support/operations experience. You’ll be a trusted voice for customers while also elevating team performance through structured coaching, QA monitoring, KPI ownership, and training enablement. This role goes beyond answering tickets. You’ll help design and scale support operations: improving triage and escalation, partnering cross-functionally (Payments, Risk, Compliance, Product/Engineering), ensuring communications are clear and regulator-ready, and building a quality program that measurably improves outcomes like CSAT and resolution quality.

Requirements

4+ years in a financial services environment (banking, brokerage, payments, fintech, exchanges, or similar) in a support and/or operations role.
Prior experience leading coaching and/or QA in a support environment (formal people management or clear ownership of performance outcomes strongly preferred).
Strong client-facing judgment and communication skills—clear, calm, and precise, especially under pressure.
Demonstrated ability to triage, prioritize, and execute in fast-moving environments while maintaining accuracy and professionalism.
Hands-on familiarity with KYC/CIP concepts and working alongside Risk/Compliance teams in a regulated setting.
Proven experience supporting payment rails: ACH, debit cards, Apple Pay, and wires (required).
Working knowledge of markets and trading lifecycle fundamentals, including execution → confirmation → settlement/clearing, and how timing differences can affect availability of funds.
High EQ: able to de-escalate tense interactions, set expectations clearly, and communicate policies with empathy and firmness.
Track record of process improvement: you don’t just solve tickets—you reduce future tickets and improve the system.

Nice To Haves

Experience with identity and authentication tooling such as Auth0 (strong plus) and/or modern 2FA/account security tooling.
Familiarity with regulator-ready communications practices (approved templates/macros, QA review, audit-friendly case notes).
Experience partnering with Product/Engineering on incident response, bug triage, and operational readiness.
Exposure to risk controls, fraud workflows, and operational break resolution in payments or trading environments.

Responsibilities

Own day-to-day support quality across tickets and chat: review interactions for accuracy, tone, completeness, and policy alignment.
Run a consistent coaching cadence (targeted feedback, improvement plans, follow-through) that keeps reps aligned to standards.
Build and maintain QA scorecards/rubrics, calibration practices, and quality standards that are auditable and consistent.
Establish and report on KPIs (e.g., CSAT, QA score, recontact rate, resolution quality, first response time, escalation quality) and translate trends into action.
Design and deliver training modules (onboarding, refreshers, scenario-based drills, policy-safe comms) to raise rep knowledge and performance.
Identify recurring issues and knowledge gaps, then drive improvements through macros, playbooks, and process updates—focused on measurable lifts in CSAT and quality.
Resolve customer tickets through approved support channels (e.g., email, in-app chat), maintaining high-quality, compliant, and consistent communication.
Triage, prioritize, and manage a high-volume queue—distinguishing urgent, high-risk, and time-sensitive issues from standard inquiries.
Serve as a primary escalation point for complex cases and coordinate handoffs across internal stakeholders (Payments Ops, Risk/Compliance, Product/Engineering).
Support and troubleshoot KYC/CIP workflows, including identity verification issues, document collection, exception handling, and escalation to Compliance/Risk when appropriate.
Handle and investigate payments-related inquiries end-to-end, including:
ACH, debit cards, Apple Pay, and wires (required experience)
Deposit/withdrawal statuses, returns/reversals, limits, bank rejections, and transaction troubleshooting
Support account access and security flows, including login issues, 2FA support, secure verification steps, and account recovery.
Provide customer education and set expectations around the trade lifecycle, including trading cycles, settlement timing, and clearing dependencies that may impact balances, holds, or withdrawals.
Partner with internal teams to resolve issues related to trade status, settlement breaks, clearing constraints, or post-trade restrictions (as applicable to our workflows).
Draft and improve customer-facing notifications, FAQs, macros, and help-center content that reduce repeat contacts and improve clarity—especially around payments, verification, and settlement timelines.
Identify recurring pain points and drive process improvements: tooling, QA checklists, escalation playbooks, tagging/reporting, and operational controls.
Maintain high operational standards for documentation, internal notes, and handoffs—ensuring cases are auditable, consistent, and easy to pick up.