Manager, Customer Experience

About the Company

Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs.

Responsibilities

• Build and scale a 24/7 global customer experience operation
• Hire, coach, and design shift and coverage models for a specialist crew
• Own the AI and tooling roadmap, including AI agents and automation
• Establish operating systems for support including SLAs, QA, and escalation paths
• Use data and SQL to drive staffing, tooling, and product decisions
• Act as the voice of the customer to leadership, surfacing product gaps and adoption signals

Requirements

• 3+ years in customer support, CX, or customer success
• 1–2+ years of experience managing a team
• Proven track record of building or scaling a support function in high-growth environments
• Tool-native with comfort using dashboards and writing light SQL
• Experience or strong interest in deploying AI/LLM agents and automation for support
• Ability to build processes like SLAs, QA frameworks, and coverage models
• Excellent written and verbal communication skills

Preferred Qualifications

• Domain context in prediction markets, sportsbooks, derivatives, or equities
• Active trading experience
• Previous founder experience