U.S. Customer Success Rep

Polymarket•New York, NY

About The Position

We’re looking for a client-facing Customer Support Lead with deep financial services support/operations experience to own the customer support experience across our approved communication channels (e.g., in-app chat and email). You’ll be a trusted voice for customers—resolving issues efficiently, spotting trends early, and building scalable workflows that improve both customer outcomes and operational efficiency. This role goes beyond answering tickets. You’ll help design support operations: improving triage and escalation, partnering cross-functionally (Payments, Risk, Compliance, Product/Engineering), and ensuring customer communications are clear, accurate, consistent, and regulator-ready.

Requirements

4+ years in a financial services environment (banking, brokerage, payments, fintech, exchanges, or similar) in a support and/or operations role.
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

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.