Head of Technical Customer Experience
Polymarket
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Overview
Join Polymarket as the Head of Technical Customer Experience to lead and transform the US support team into a modern, AI-first organization while managing technical integrations and customer advocacy.
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.
What You'll Do
- •Manage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practices
- •Write and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixing
- •Own and tune our AI support agent hands-on by adjusting resolution rates, building automation workflows, creating custom responses, and setting up guardrails
- •Lead incident response as the customer's point person during outages, managing engineering bridge calls, publishing status updates, and building repeatable playbooks
- •Build technical integrations using REST APIs, webhooks, and Python automation that let the support team resolve issues without waiting for engineering
- •Create white-glove experiences for high-value customers with named ownership, same-day follow-up, and proactive communication about platform changes
- •Partner with Product and Engineering to push fixes that eliminate entire categories of support tickets and represent customer needs in technical discussions
Benefits
- •Competitive salary & equity
- •Unlimited PTO
- •Full Health, Vision, & Dental coverage
- •401k match
- •Hardware setup: new MacBook Pro, big display, & accessories
What We're Looking For
- •5+ years leading customer-facing teams with experience transforming support organizations, not just maintaining them
- •Expert-level SQL skills including complex joins, CTEs, window functions, and aggregations against large data warehouses
- •Hands-on AI/LLM support agent management with deep understanding of resolution metrics, automation workflows, and performance tuning
- •Python programming experience for building automations, data analysis, and API integrations
- •Technical troubleshooting ability to read logs, API responses, and traces well enough to root-cause issues alongside engineering teams
- •Exceptional written communication that is firm, empathetic, and concise under pressure
- •Availability for escalations within 30 minutes including nights and weekends
- •(Plus) Experience with regulated trading platforms or financial services customer support
- •(Plus) DeFi and crypto wallet knowledge including on-chain mechanics and wallet integrations
- •(Plus) Trading platform outage remediation or "make-whole" program experience
- •(Plus) Modern AI-first support stack familiarity with build, test, deploy cycles for AI agents