Escalations And Complaints Lead

## 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

When something goes wrong for a customer and the normal path hasn't fixed it, the case lands with you. You'll own how Polymarket handles escalations and formal complaints end to end: intake, classification, resolution, root cause analysis, and reporting. The scope covers trust, safety, and community concerns alongside standard customer disputes, and it has to meet regulatory and audit expectations. Documentation discipline matters as much as resolution speed here.

This is a build role. Polymarket's CX function is growing, and a formal escalations and complaints program doesn't fully exist yet. You'll define what gets escalated, how, and to whom, set service levels, and make sure every case file is clean enough to hand to a regulator. You'll work closely with Legal, Compliance, Trust and Safety, Product, and Engineering, which means you need to be as comfortable writing a case summary for outside counsel as you are talking a frustrated customer off a ledge.

The right person for this role is a steady hand with a strong sense of fairness and a track record of building complaint programs in regulated environments. If you've spent years cleaning up other people's escalation messes and have opinions about how to do it right, this is your chance to build it from scratch.