U.S. Customer Support
Role Overview
This is a senior-level customer support lead role at Polymarket, focusing on managing user inquiries across live chat, email, and Discord in a fast-paced, 24/7 environment. The hire will build processes and tools to enhance support workflows, collaborate with regulated entities for compliance, and act as a trusted point of contact for the community, directly impacting user experience and operational efficiency. They will work closely with product, design, and engineering teams to escalate high-priority issues and drive improvements based on data and customer feedback.
Perks & Benefits
The role offers remote work with a hardware setup including a new MacBook Pro and accessories, and includes competitive salary, equity, unlimited PTO, health, vision, and dental coverage, and a 401k match. It requires availability for shifts on weekends and outside standard hours due to the 24/7 nature of the business, with a culture that values adaptability, continuous learning in bleeding-edge tech like DeFi and Web 3.0, and being part of a dynamic, winning team in a fast-evolving environment.
Full Job Description
About Polymarket
Polymarket is the world’s largest prediction market. It’s half "put your money where your mouth is," half search engine for the future.
We're growing fast – both in terms of volume (>$6B traded so far this year) 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
We’re looking for a community-first customer support lead to own the user experience across live chat, email, and beyond. You’ll be the trusted voice of Polymarket for thousands of users, solving problems in real time, spotting trends before they become issues, and helping shape the way we engage with our community.
This role goes beyond answering questions—you’ll build processes, create tools, and train others to deliver the kind of support that keeps users coming back. If you’re the kind of person who thrives in fast-moving environments, loves free markets, enjoys crypto culture, you’ll fit right in.
What you'll do
Manage customer support inquiries, discord messages and live chat during multiple timezones.
Collaborate with regulated entities to maintain clear, compliant, and regulator-ready communication across all touchpoints.
Develop and lead a culture of delightful customer support across multiple channels (discord, email, telegram & chat).
Act as a trusted point of contact for the community and escalate high priority issues related to product, design & engineering teams.
Build internal programs, tools, resources and training to help launch or improve product support workflows.
Ensure compliance with Polymarket regulations and standards.
Use data and customer paint points to identify opportunities to reduce customer friction.
What we're looking for
The perfect candidate has operated at the intersection of finance, technology, and user engagement, and brings familiarity with fast-moving ecosystems at innovative trading, crypto, or gaming platforms.
We’re looking for someone with 4+ years of experience in financial services, fintech, gaming, or web3 — ideally with hands-on exposure to exchanges, digital asset platforms, or regulated fintech environments.
Experience in payments, market operations, KYC/AML compliance, or trading infrastructure is highly valued, as is a comfort navigating the evolving world of financial technology, crypto, and decentralized finance (DeFi).
Familiarity with managing large Discord or online communities is preferred, along with an understanding of current best practices for community engagement and moderation.
Polymarket is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.
You can pivot on the fly. Polymarket is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences.
You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, Prediction Markets, DAOs, and Web 3.0.
Benefits
Competitive salary & equity
Unlimited PTO, Health, Vision, & Dental coverage
401k match
Hardware setup — new MacBook Pro, big display, & accessories.
In Office Lunch Provided 5 days per week
Wealth of Complimentary Snack and Drink Options in office.
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