Head of Tier 3 Support

Location: Remote

Salary: $200,000–$250,000 base salary 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 the Tier 3 support organization from the ground up, including team structure, hiring standards, recruitment, and coaching practices.
• Lead support for escalations, complaints, DeFi issues, executive community relations, US support, and incubation.
• Own queues, service levels, case-handling standards, workflows, and escalation paths across Tier 1, Tier 2, and specialist support.
• Run queue reviews, metrics reporting, CSAT and escalation trend analysis, and staffing decisions.
• Make decisions on policy exceptions and sensitive cases, and identify when recurring patterns require policy changes.
• Partner with Compliance, CX Strategy, Product, and Engineering to influence policy, product decisions, and roadmap priorities through support data.

Requirements

• 6+ years of experience in customer support operations with responsibility for team performance, staffing, and service levels.
• 3+ years leading managers or team leads.
• Experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching.
• Strong judgment when handling complex, sensitive, or high-value cases and policy exceptions.
• Metrics-driven operating approach and experience working with service-level, CSAT, queue, and escalation data.
• Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry, with the ability to work cross-functionally with Compliance, Product, and Engineering.

Nice to have

• Experience supporting crypto, DeFi, or trading products.
• Experience running a high-value or VIP service tier.

Culture & Benefits

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