Advanced Support Specialist

About PolymarketPolymarket 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 RolePolymarket is looking for an Advanced Support Specialist to build and own a new customer experience program. This is a foundational individual contributor role with direct access to senior leadership and real latitude to shape strategy and execution.You'll own relationships with our advanced users, run the support platform, and serve as the connective tissue between users and internal teams. When something goes wrong for a user, you're the one who resolves it — or fixes the process that missed it.What You'll DoOwn a portfolio of advanced users with proactive, relationship-first support on a structured cadenceHandle and resolve disputes around market resolution, order execution, and platform mechanics — always grounded in the rulebookDesign and operate the tiered support program: routing logic, SLA frameworks, escalation protocols, and Intercom configurationAuthor and maintain internal playbooks for communication standards, escalation pathways, and dispute responseTrack and report on program health metrics: CSAT, resolution time, escalations, and agent productivityAct as the primary feedback loop between users and product, engineering, and leadership teamsWhat We're Looking For3–5 years in high-touch customer success, account management, or CX program managementSolid understanding of DeFi — AMMs, DEXs, wallets, on-chain mechanics — and how the regulated US platform differsExceptional written communication: firm, empathetic, rules-grounded, and concise under pressureHands-on Intercom experience: segment configuration, routing rules, SLA managementAvailable to respond to escalations within 30 minutes, including nights and weekends — this is a 24/7 market(Plus) Familiarity with on-chain analytics tools and wallet-level troubleshooting(Plus) Experience with regulated exchanges or financial services platformsBenefitsCompetitive salary & equityUnlimited PTOFull Health, Vision, & Dental coverage401k matchHardware setup: new MacBook Pro, big display, & accessories