Customer Experience Representative, U.S. [Remote]
Full-time
Polymarket
New York, NY
- Remote job
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
Markets don't sleep, and neither does customer demand. Weekends are when our volume spikes the hardest: sports outcomes resolving on Sunday afternoons, breaking news triggering market reactions on Saturday evenings, elections and major economic events landing whenever they land. We need a dedicated CX presence during those windows who can handle escalations, route the right issues to the right specialists, and keep the bar high.
You'll be the senior point of contact during your shift. You'll handle incoming tickets, escalate into our internal specialty teams when needed, and serve as the eyes and ears on community channels during peak hours.
What You'll Do
- Own customer experience coverage across the ticketing system and monitor community and social channels during your shift
- Handle complex and escalated tickets including market resolution disputes, withdrawal and funding issues, KYC follow-ups, and account access problems
- Route tickets into the right internal specialty teams with clean tagging and proper PII handling
- Hold the line during high-traffic market events — sports finals, elections, breaking news — with on-call awareness during shoulder hours
- Draft macros and response templates for recurring issues and produce clean handoffs to the rest of the team
- Stay inside approved customer language guidelines at all times — this is a regulated environment and tone matters
What We're Looking For
- 2–4 years in customer experience, customer support, or trust and safety, ideally at a fintech, crypto, gaming, or regulated consumer platform
- Weekend availability (Saturday and Sunday) is a hard requirement — standard shift is 12pm–8pm PT / 3pm–11pm ET, with an optional four-day schedule of 11am–9pm PT
- Strong written communication that shifts naturally between empathetic, firm, and neutral depending on what the situation calls for
- Hands-on experience with CRM tooling: macros, tagging, ticket triage, basic reporting
- Self-directed during your shift — you'll often be the most senior CX person online and need to know when to act and when to escalate
- Clear understanding that this is a regulated U.S. platform and that customer comms must stay inside approved guidelines
- (Plus) Prior experience escalating to trust and safety, compliance, or legal teams
- (Plus) Exposure to KYC/AML workflows
- (Plus) Familiarity with prediction markets, crypto, or other trading products
- (Plus) Comfort with community and social channels as support and listening surfaces
- (Plus) Experience working in a 24/7 support environment with on-call or follow-the-sun coverage
Benefits
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
Vacancy posted a month ago
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