Escalations and Complaints Manager

Location: Remote

Base salary: $200,000–$250,000 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 escalation triggers, ownership rules, severity levels, and resolution timelines.
• Build a formal complaints program covering intake, classification, tracking, resolution, regulatory requirements, and audit readiness.
• Handle sensitive and high-stakes customer cases, including regulatory referrals and formal consumer complaints.
• Coordinate trust, safety, and community concerns with cross-functional teams.
• Analyze complaint trends, identify root causes, and drive improvements with Product, Engineering, and Policy.
• Maintain complete case records, produce regulatory reporting, and train frontline agents and AI systems on escalation procedures.

Requirements

• 4+ years of experience in escalations, complaints management, or customer resolution at a fintech, bank, brokerage, or other regulated company.
• Experience building or operating a formal complaints program, including intake design, case tracking, and regulatory reporting.
• Strong written communication, sound judgment, fairness, and precision in sensitive situations.
• Rigorous documentation habits and practical understanding of audit-ready records.
• Experience working directly with Legal and Compliance teams and translating case details into actionable formats.

Nice to have

• Experience handling regulator-referred or formal consumer complaints, including CFPB or state-level filings.
• Background in Trust and Safety or community moderation within a platform or marketplace.

Culture & Benefits

• Remote work environment.
• Competitive salary and equity.
• Unlimited paid time off.
• Full health, vision, and dental coverage.
• 401(k) match and hardware setup including a MacBook Pro, display, and accessories.