Incident Response Leader, Bugs and Outages

## 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

The CX team at Polymarket is the first line of contact when something goes wrong, and things go wrong in ways that are genuinely hard to predict. Prediction markets run on real money, real-time data, and on-chain infrastructure. When a wallet fails to connect, a market resolves incorrectly, or an outage hits during peak trading, customers notice immediately and the support queue reflects it within minutes. This role exists because CX needs someone who can own the response end to end, not just escalate and wait.

You will be the operational center of gravity for every incident that touches customers. That means coordinating the CX side of live outages, building the systems that make bug intake clean and fast, and making sure agents and AI tools always know what is broken and what to tell customers. The team is lean and the platform moves fast. You will not have the luxury of slow processes or ambiguous ownership.

This hire matters because right now, incident response across CX is not as structured as it needs to be. You are not inheriting a finished system. You are building one, and then running it.