Head of Customer Experience Quality, Knowledge, and Learning

Location: Remote

Salary: $200,000–$250,000 base salary per year, plus equity and benefits

Company

Polymarket is a prediction market platform where users trade on outcomes across politics, economics, sports, culture, and current affairs.

What you will do

• Define the QA scorecard, run weekly audits across human and AI conversations, and calibrate scoring with internal and BPO teams.
• Build an AI-assisted QA program that expands conversation review beyond traditional sampling and turns findings into operational improvements.
• Own the help center, internal knowledge base, macros, and AI knowledge inputs and prompts, keeping content accurate as products and policies change.
• Design onboarding and ongoing training for internal agents and BPO partners while tracking ramp time and quality standards.
• Build compliance review into QA workflows and report compliance results alongside standard quality metrics.
• Hire, develop, and manage specialists across QA, content, and learning and development.

Requirements

• 6+ years of experience in QA, knowledge management, or learning and development within a support organization.
• Experience building at least one QA, content, or L&D function from scratch and improving the others.
• Experience operating across internal and outsourced teams, including calibration sessions and BPO quality management.
• Strong writing skills for help center articles and training materials.
• Hands-on experience with QA platforms, an LMS, and a help center CMS.
• Ability to track and clearly report QA scores, ramp time, deflection rates, and CSAT impact, plus experience managing specialist teams.

Nice to have

• Direct experience with AI-assisted or agentic QA tools.
• Background in fintech, crypto, or another regulated support environment with compliance review.

Culture & Benefits

• Remote work in a small, high-output Customer Experience organization.
• Unlimited paid time off.
• Full health, vision, and dental coverage.
• 401(k) match.
• New MacBook Pro, display, and accessories.
• Equity in addition to the base salary.