Customer Experience Specialist

As a Customer Experience Specialist at Polymarket, you'll be the first line of response when users face account issues, dispute market resolutions, or can't access their funds. You'll work across chat, email, and social during high-stakes moments when markets are resolving and queues are full. The role demands clear thinking under pressure, precise communication, and the judgment to know when to resolve an issue and when to escalate to policy or product. You'll help shape how Polymarket, the world's largest prediction market platform with $21B traded in 2025, serves users navigating an unfamiliar product category.

What you'll do

• Resolve user support tickets across chat, email, and social channels, handling everything from account issues to questions about how specific markets work
• Investigate disputed market resolutions, gather the relevant context, and escalate edge cases to the policy team with a clear summary of the issue
• Track recurring user issues, identify patterns, and write up findings in a format the product team can use
• Draft and update help center articles based on questions that keep coming in, making complex topics accessible without oversimplifying them
• Monitor CX queues during high-volume events, coordinate coverage with teammates, and flag when incoming volume or issue types require escalation
• Work cross-functionally with policy, product, and operations to close the loop on issues that fall outside standard support flows

What you bring

• 2+ years of experience in a customer-facing support role, ideally in a high-volume or fast-moving environment
• Strong written communication skills, specifically the ability to write clear, accurate, and empathetic responses quickly and without heavy editing
• Comfort operating in ambiguous situations where the right answer isn't always documented and you have to use judgment
• Ability to learn unfamiliar technical concepts quickly, including how prediction markets resolve and how crypto transactions work

Nice to have

• Prior experience at a crypto or fintech company, with working knowledge of wallets, transactions, or trading products
• Hands-on experience with Zendesk, Intercom, or a comparable support platform
• Genuine interest in markets, current events, or forecasting

What we offer

• Competitive salary and equity
• Unlimited PTO
• Full health, vision, and dental coverage
• 401k match
• Hardware setup: new MacBook Pro, large display, and accessories

About Polymarket

Polymarket is the world's largest prediction market platform, enabling individuals to trade on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized house, Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.