Customer Experience Specialist

About PolymarketPolymarket 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 RolePolymarket is reinventing what frontline support looks like, and our goal is simple: build the world's best customer experience. CX Specialists are not ticket-closers. 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. 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. You'll act as a mini-founder for the customer experience, accountable for the outcome and not just the queue.What You'll DoThe 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.Make the org 1% better every single day. 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. Your improvements span process, AI tooling, and automation.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.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.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.What We're Looking For1+ years in customer support, customer experience, customer success, or a similar customer-facing role. Bonus if you've worked with sophisticated traders, institutional clients, or high-stakes power usersYou genuinely care about the customer experience. 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 closeTool-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 professionallyComfortable working alongside engineers. You can describe a bug clearly, reproduce an issue, and translate between customers and technical teamsExcellent written and verbal communication, especially in online and community settings. Clear, fast, and human, with tone-reading as a default skillStrong prioritization, time management, and attention to detail. You can hold 10+ live client threads and not drop anyA bias toward building the fix, not just applying the band-aid. You get restless when you see the same problem twice(Plus) Domain context in prediction markets, sportsbooks, derivatives, or equities. Any market microstructure background where outcomes and edge matter(Plus) Active trading experience(Plus) Experience improving support operations, automation, or AI support toolingBenefitsCompetitive salary & equityUnlimited PTOFull Health, Vision, & Dental coverage401k matchEquinox membershipHardware setup: new MacBook Pro, big display, & accessoriesPay Transparency Base salary range: $75,000 to $125,000 annually, plus equity and benefits.This range reflects a good-faith estimate for this position. Experience levels vary widely within a title here, so please reach out even if your expectations fall outside it. We're always happy to chat.LocationNew YorkEmployment TypeFull timeLocation TypeOn-siteDepartmentCX