CX Analytics Lead

Location: Remote

Base salary: $250,000–$275,000 per year, plus equity and benefits.

Company

Polymarket is a peer-to-peer prediction market platform covering politics, economics, sports, culture, and current affairs.

What you will do

• Build and own the CX metrics layer for service levels, CSAT, handle time, first-contact resolution, and contact rate.
• Write SQL and develop dbt models to identify contact spikes, friction points, and root causes.
• Lead and develop the CX Analytics Engineering team, setting priorities and reviewing deliverables.
• Partner with the central data engineering team on pipelines and shared CX infrastructure.
• Deliver weekly metrics summaries and actionable recommendations to CX leadership.
• Build measurement frameworks for AI agents and automation, including forecasting, contact-driver classification, and AI deflection analysis.

Requirements

• 6+ years of experience in analytics or data science, including at least 2 years leading an analytics team.
• Expert SQL, hands-on dbt experience, and fluency with a modern BI tool such as Looker, Tableau, Mode, or Hex.
• Experience building an analytics function or data model from scratch.
• Experience with customer support data, systems, and CX metrics.
• Strong data storytelling skills for executive audiences.
• Ability to work directly with engineering and data platform teams on pipelines and infrastructure.

Nice to have

• Experience with NLP or LLM-based ticket classification or contact-driver analysis.
• Background in fintech, crypto, or trading platforms.

Culture & Benefits

• Remote work environment.
• Equity participation.
• Unlimited PTO.
• Full health, vision, and dental coverage.
• 401(k) matching and hardware setup including a MacBook Pro, display, and accessories.