Escalations and Complaints Lead
PolymarketVisit Polymarket website
Polymarket is a decentralized information markets platform that lets users bet on the outcome of real-world events.
Maintainer signals as of 9/25/2026
1280 Lexington Avenue, New York, USA, United States
Funding history
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 build and own the escalations and complaints program. You will define escalation criteria and timelines, manage sensitive cases, establish regulatory-ready workflows and records, analyze root causes, coordinate fixes, and train agents and AI systems on handoffs and documentation.
Requirements
- Escalation management
- Complaint management
- Customer resolution
- Fintech
- Banking
- Brokerage
- Regulatory reporting
- Case tracking
- Written communication
- Documentation
- Audit
- Legal
- Compliance
- Trust and safety
- Community moderation
- CFPB
Responsibilities
- Define and own the escalations process and resolution timelines
- Build complaints intake, classification, tracking, and resolution workflows
- Handle sensitive and high-stakes customer cases
- Partner on trust, safety, and community concerns
- Analyze complaint and escalation trends and drive root-cause fixes
- Maintain accurate case records and produce regulatory and audit reporting
- Train front-line agents and AI systems on escalation procedures and documentation standards
Benefits
- Equity
- Unlimited PTO
- Health coverage
- Vision coverage
- Dental coverage
- 401k match
- MacBook Pro
- Display
- Accessories
