Manager, Customer Experience

Job description

ABOUT POLYMARKET 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. 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. We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire. ABOUT THE ROLE Polymarket is reinventing what frontline support looks like, and our goal is simple: build the world's best customer experience. This role leads the team that gets us there. You'll manage and scale our team of CX Specialists, the owners of our customer experience, taking a small existing crew and growing it into a 24/7 global operation. Your specialists aren't ticket-closers. 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. You should be a people-leader first and technical second: someone who genuinely cares about the people on the other end of every conversation, is energized by leverage, and is comfortable in a dashboard and writing light SQL to answer your own questions. You don't need to be an engineer, but you're tool-native and fluent enough to partner with Engineering. WHAT YOU'LL DO 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. - Build and scale the team. Grow a small specialist crew into a 24/7 global operation. Hire, coach, set the standard, and design the shift and coverage models an always-on platform requires. - Make the org 1% better every single day. You won't ship production code, but you'll be in the tools and the data alongside your team: spotting patterns across tickets, deciding what to automate next, and partnering with engineers to kill recurring issues at the root. - 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. - Build the operating system of support. 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. - Stay close to the data. Read dashboards natively, write light SQL, and make staffing, tooling, and product calls from evidence rather than vibes. - 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. - Raise the bar relentlessly. Hold every interaction, and every hire, to the standard of the world's best customer experience, and keep pushing it higher. WHAT WE'RE LOOKING FOR - 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) - You genuinely care about the customer experience. 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 - 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 - A builder of process: SLAs, shift and coverage models, QA frameworks, and the metrics that prove it's working - 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 - A bias toward building the fix, not the band-aid. You get restless when you see the same problem twice — and you build teams that feel the same way - (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 BENEFITS - Competitive salary & equity - Unlimited PTO - Full Health, Vision, & Dental coverage - 401k match - Equinox membership - Hardware setup: new MacBook Pro, big display, & accessories