In-House Support Operations

🕒 October 1

🇺🇸 United States – Remote

💵 $200k - $250k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Polymarket

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

₿ Crypto

🎲 Gambling

💸 Finance

Crypto • Gambling • Finance

Polymarket is a prediction market platform that enables users to wager on the outcomes of various events, including political elections, sports contests, and cryptocurrency price movements. Operating as a decentralized betting service, it allows participants to buy and trade shares in event outcomes, providing a unique way to engage with and speculate on future scenarios. Polymarket combines elements from both traditional markets and blockchain technology, creating an innovative environment for users to make predictions and potentially profit from their insights.

📋 Description

• Build the Tier 3 team from the ground up by designing its structure, defining the hiring bar, recruiting specialists and leads, and building a coaching culture • Own the Escalations, Complaints, and DeFi support queues, including service levels, case-handling standards, and workflows • Define and enforce escalation paths between Tier 1, Tier 2, and in-house specialists • Run weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, and staffing decisions • Make policy-exception and sensitive-case decisions, and feed recurring patterns into policy through CX Strategy • Partner with Compliance, Premier, and Product on novel issues, policy gaps, and production support governance • Provide data-backed support insights to Product and Engineering to influence the roadmap

🎯 Requirements

• 6+ years in customer support operations, with direct responsibility for team performance, staffing, and service levels • 3+ years leading managers or team leads, not just individual contributors • Demonstrated experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching • Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to apply policy and when to override it • Metrics-driven approach to running a team; able to identify important metrics, pull data, and act on it • Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry where compliance and customer risk intersect • Comfortable working across Compliance, Product, and Engineering as a peer • Experience supporting crypto, DeFi, or trading products (plus) • Track record running a high-value or VIP service tier (plus)

🏖️ Benefits

• Competitive salary & equity • Unlimited PTO • Full Health, Vision, & Dental coverage • 401k match • Hardware setup: new MacBook Pro, big display, & accessories