Customer Success Specialist - Discord Community

Polymarket

About The Position

We're looking for a Discord Community Support Specialist with financial services and Discord community management experience to own the customer experience in our Discord community server. You'll be the primary voice supporting our community—resolving issues in real-time, answering questions about Polymarket's platform, triaging user concerns, and building scalable support workflows that improve both community health and operational efficiency. This role goes beyond answering messages. You'll help design Discord support operations: improving response protocols and escalation paths, partnering cross-functionally (Payments, Risk, Compliance, Product/Engineering), and ensuring community communications are clear, accurate, consistent, and regulator-ready. In downtime, you'll support customer tickets through Intercom.

Requirements

3+ years managing Discord communities, preferably in crypto, fintech, trading, or financial services environments
2+ years in financial services (banking, brokerage, payments, fintech, exchanges) in support or operations
Proven ability to manage high-volume Discord servers with excellent moderation and community engagement skills
Strong understanding of Discord infrastructure: server setup, roles/permissions, bots, moderation tools
Hands-on familiarity with KYC/CIP concepts and working alongside Risk/Compliance teams in regulated settings
Experience supporting payment rails: ACH, debit cards, Apple Pay, and wires
Working knowledge of markets and trading fundamentals (execution → settlement/clearing)
Exceptional written communication—clear, concise, and professional under pressure
High EQ: able to de-escalate conflicts, set expectations clearly, and communicate policies with empathy
Comfortable working autonomously in fast-paced environments while maintaining accuracy

Nice To Haves

Experience with prediction markets, crypto/Web3 communities, or DeFi platforms
Familiarity with identity/authentication tooling (Auth0) and 2FA/account security
Background in regulator-ready communications (approved templates, audit-friendly documentation)
Experience partnering with Product/Engineering on incident response and operational readiness
Knowledge of Discord analytics tools and community growth strategies
Exposure to fraud workflows, risk controls, and operational break resolution

Responsibilities

Monitor and actively engage in Discord channels throughout the day, maintaining quick response times and high community engagement
Answer user questions about Polymarket's app, features, trading mechanics, and policies
Triage and escalate urgent issues, complex cases, and compliance-sensitive concerns to appropriate internal teams
Moderate community discussions, enforce server guidelines, and maintain a positive, respectful environment
Identify and surface recurring pain points, common questions, and trending issues to inform product and support improvements
Create and maintain Discord support resources: pinned FAQs, bot commands, channel organization, and automated responses
Manage Discord server infrastructure: roles, permissions, channels, and bot configurations if applicable
De-escalate tense situations with empathy and professionalism while upholding platform policies
Resolve customer tickets through Intercom, maintaining high-quality, compliant communication
Support KYC/CIP workflows, identity verification issues, and escalations to Compliance/Risk when appropriate
Handle payments-related inquiries: ACH, debit cards, Apple Pay, wires, deposit/withdrawal statuses, and transaction troubleshooting
Provide education around trade lifecycle, settlement timing, and clearing dependencies
Draft and improve Discord announcements, FAQs, and help resources that reduce repeat contacts
Document common issues, create escalation playbooks, and maintain internal knowledge base
Track metrics: response times, resolution rates, community sentiment, and escalation patterns