Polymarket

Customer Experience Specialist

New York

Sponsorship not specifiedDetected 15 days ago

ExpressSQLAgentic AICustomer SuccessCustomer SupportCommunicationTime Management

About the role

They're the owners of our customer experience.
You'll handle the real, day-to-day work of supporting our users, and you'll use that front-row seat to make our process, our AI tooling, and our entire CX motion measurably better every single day.
This role is for someone who genuinely cares about the people on the other end of every conversation, and who is energized by leverage: turning one painful ticket into a fix that means thousands of users never hit that pain again.

The CX Specialist owns the frontline and uses it as a launchpad to improve everything behind it. You'll resolve problems before they escalate, jump in when things break, and turn that first-hand knowledge into a better product and a better support org.
Own the frontline. Handle tickets end to end and jump into live chats the moment an incident hits. When users need a human, you're it.
You won't ship production code, but you'll be in the tools daily: pulling data, spotting patterns across tickets, prototyping with our AI support stack, and partnering with engineers to kill recurring issues at the root.
Own the CX profile with real leverage. Treat every repeat ticket as a signal. Turn manual, repetitive pain into systemic fixes in our process, our AI agents, and our self-serve experience.
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
The CX Specialist owns the frontline and uses it as a launchpad to improve everything behind it.
1+ years in customer support, customer experience, customer success, or a similar customer-facing role.

(Plus) Domain context in prediction markets, sportsbooks, derivatives, or equities.
Any market microstructure background where outcomes and edge matter
(Plus) Active trading experience

Act as the voice of the customer. Surface product gaps, track adoption signals, and push for the fixes that matter most.
Raise the bar relentlessly. Hold every interaction to the standard of the world's best customer experience, and keep pushing it higher.

Competitive salary & equity
Full Health, Vision, & Dental coverage
Bonus if you've worked with sophisticated traders, institutional clients, or high-stakes power users
You take it personally when a user has a bad time, and you measure your success by how much better you leave things, not just how many tickets you close

You don't need to be an engineer, but you're tool-native, curious, and comfortable working shoulder to shoulder with teams across the company to get things done.
Work across the whole company. Partner with Product, Engineering, Partnerships, and Operations. Build trust with technical teams and business leaders alike, and translate between customers and the people who can fix things for them.

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