Polymarket

Manager, Customer Experience

New York

Sponsorship not specifiedDetected 43 days ago

ExpressSQLLLMsAgentic AICustomer SuccessCustomer SupportLeadershipCommunicationTime Management

About the role

They handle the real, day-to-day work of supporting our users and use that front-row seat to make our process, our AI tooling, and our entire CX motion measurably better every single day.
Your job is to hire them, coach them, give them leverage, and improve the system - metrics, coverage, and tooling roadmap - that lets them do it at scale.

The Manager, CX owns the standard for the frontline and builds the team and systems behind it. You'll set the bar for the world's best customer experience, then hire, coach, and equip a team to clear it 24/7.
Own the AI and tooling roadmap for support. Decide where AI agents, automation, and self-serve go next. Turn one painful ticket into a fix that means thousands of users never hit that pain again.
3+ years in customer support, CX, customer success, or a similar customer-facing role, including 1-2+ years managing a team
A track record of building or scaling a support function - ideally in a high-growth, high-stakes, or always-on environment (fintech, crypto, trading, marketplaces, gaming)
Tool-native and unafraid of data. Comfortable in dashboards and support tooling, and willing to dig into SQL, AI tools, or a help center CMS even if you've never written code professionally
Hands-on with AI and automation for support - you've deployed (or are hungry to deploy) LLM agents, deflection, and internal tooling, and you partner naturally with engineers
The Manager, CX owns the standard for the frontline and builds the team and systems behind it.
Build and scale the team.
Hire, coach, set the standard, and design the
Build the operating system of support.

Excellent written and verbal communication, especially in online and community settings.
Clear, fast, and human, with tone-reading as a default skill
Strong prioritization, time management, and attention to detail.
You can run a team across many live threads and a 24/7 schedule without dropping any
(Plus) Domain context in prediction markets, sportsbooks, derivatives, or equities.
Any market microstructure background where outcomes and edge matter
(Plus) Active trading experience
(Plus) Previous founder experience

Competitive salary & equity
Full Health, Vision, & Dental coverage
shift and coverage models an always-on platform requires.
Stand up SLAs, staffing and coverage models, QA, escalation paths, and the metrics that matter (CSAT, resolution time, deflection rate) - and keep raising the bar.
You take it personally when a user has a bad time, and you measure success by how much better you leave things, not just how many tickets close

Be the voice of the customer at the leadership table. Surface product gaps, track adoption signals, and push the fixes that matter most - translating between customers and the teams who can fix things for them.

This listing is sourced directly from Polymarket's careers page and normalized into a canonical job model.