In-House Support Operations

Polymarket

11d•$200,000 - $250,000

About The Position

Our in-house support team is Polymarket's center of excellence: the specialists who handle the most complex, sensitive, and high-value customer issues, and the people everyone else in CX learns from. Right now, that team needs to be built. You'll design the structure, hire the specialists and leads, and set the standard for how Tier 3 operates across Escalations, Complaints, Executive Community Relations, US and DeFi support, and Incubation. This is a high-ownership role with real operational scope. You'll lead the leads, own the queues, define the escalation paths that connect Tier 1 and Tier 2 partners to your specialists, and make the judgment calls that don't fit neatly into a policy. You'll also be the person who decides when a pattern of cases means a policy needs to change, and who carries that signal to CX Strategy, Product, and Engineering with data behind it. The challenge is real: Polymarket moves fast, the issues your team handles are often novel, and the stakes for customers are high. We're looking for someone who has built something like this before, who knows the difference between a case that needs a rule and one that needs judgment, and who raises the bar for everyone around them.

Requirements

6+ years in customer support operations, with direct responsibility for team performance, staffing, and service levels.
3+ years leading managers or team leads, not just individual contributors.
Demonstrated experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching.
Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to apply policy and when to override it.
Metrics-driven approach to running a team: you know which numbers matter, you pull them yourself, and you act on them.
Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry where compliance and customer risk intersect.
Comfortable working across Compliance, Product, and Engineering as a peer, not just an escalation point.

Nice To Haves

Experience supporting crypto, DeFi, or trading products.
Track record running a high-value or VIP service tier.

Responsibilities

Build the Tier 3 team from the ground up: design the structure, write the hiring bar, recruit specialists and leads, and build a coaching culture that makes this the best support team in the industry.
Own the queues for Escalations, Complaints, and DeFi support, including service levels, case-handling standards, and the workflows that keep complex issues moving.
Define and enforce the escalation paths between Tier 1, Tier 2, and in-house specialists, including clear handoff criteria and accountability on both sides.
Run the operating rhythm: weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, and staffing decisions that keep the team performing.
Make the hard calls on policy exceptions and sensitive cases, and feed recurring patterns back into policy through CX Strategy.
Partner with Compliance, Premier, and Product on novel issues, policy gaps, and how production support roles are defined and governed.
Bring what your team sees every day to Product and Engineering, with data, so that support signals actually influence the roadmap.