Customer Experience Specialist
Polymarket is a decentralized information markets platform that lets users bet on the outcome of real-world events.
About Polymarket
Polymarket is an information markets platform where users can trade on the outcomes of various events, leveraging the power of free markets to forecast the future. It provides a mechanism for users to bet on real-world events and earn money based on the outcomes.
Skills
About the Role
You will own frontline customer support by resolving tickets end to end and responding to live chats during incidents. You will identify recurring issues, analyze ticket patterns, prototype improvements using support and AI tools, and partner with technical and business functions to improve processes, automation, self-service experiences, and product outcomes. You will communicate customer needs, reproduce bugs clearly, track adoption signals, and maintain a high standard for every interaction.
Requirements
- 1+ years in customer support, customer experience, customer success, or a similar customer-facing role
- Comfort with dashboards, support tooling, and data
- Willingness to use SQL, AI tools, or a help center CMS
- Ability to describe bugs clearly and reproduce issues
- Excellent written and verbal communication
- Strong prioritization, time management, and attention to detail
- Ability to manage 10+ live client threads
- Domain context in prediction markets, sportsbooks, derivatives, or equities is a plus
- Active trading experience is a plus
- Experience improving support operations, automation, or AI support tooling is a plus
Responsibilities
- Handle support tickets end to end and respond to live chats during incidents
- Resolve user problems before they escalate
- Analyze ticket data and identify recurring patterns
- Prototype improvements using AI support tools
- Partner with engineers to resolve recurring issues at their root
- Turn repetitive customer pain into process, AI agent, and self-service improvements
- Partner with Product, Engineering, Partnerships, and Operations
- Surface product gaps and adoption signals
- Communicate customer needs to the people who can resolve them
- Maintain a high standard for every customer interaction
Benefits
- Equity
- Unlimited PTO
- Full health coverage
- Vision coverage
- Dental coverage
- 401k match
- Equinox membership
- Hardware setup including a new MacBook Pro, display, and accessories