U.S. Customer Support

Polymarket•New York, NY

51d•Onsite

About The Position

We’re looking for a community-first customer support lead to own the user experience across live chat, email, and beyond. You’ll be the trusted voice of Polymarket for thousands of users, solving problems in real time, spotting trends before they become issues, and helping shape the way we engage with our community. This role goes beyond answering questions—you’ll build processes, create tools, and train others to deliver the kind of support that keeps users coming back. If you’re the kind of person who thrives in fast-moving environments, loves free markets, enjoys crypto culture, you’ll fit right in.

Requirements

The perfect candidate has operated at the intersection of finance, technology, and user engagement, and brings familiarity with fast-moving ecosystems at innovative trading, crypto, or gaming platforms.
We’re looking for someone with 4+ years of experience in financial services, fintech, gaming, or web3 — ideally with hands-on exposure to exchanges, digital asset platforms, or regulated fintech environments.
Experience in payments, market operations, KYC/AML compliance, or trading infrastructure is highly valued, as is a comfort navigating the evolving world of financial technology, crypto, and decentralized finance (DeFi).
Familiarity with managing large Discord or online communities is preferred, along with an understanding of current best practices for community engagement and moderation.
Polymarket is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.
You can pivot on the fly. Polymarket is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you.
You’re not looking for a boring job. You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences.
You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, Prediction Markets, DAOs, and Web 3.0.

Responsibilities

Manage customer support inquiries, discord messages and live chat during multiple timezones.
Collaborate with regulated entities to maintain clear, compliant, and regulator-ready communication across all touchpoints.
Develop and lead a culture of delightful customer support across multiple channels (discord, email, telegram & chat).
Act as a trusted point of contact for the community and escalate high priority issues related to product, design & engineering teams.
Build internal programs, tools, resources and training to help launch or improve product support workflows.
Ensure compliance with Polymarket regulations and standards.
Use data and customer paint points to identify opportunities to reduce customer friction.