Manager, Customer Experience

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.