Real-Time Analyst (Customer Experience)

Location: Remote

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

• Monitor queue volumes, service levels, and backlogs across all support channels and BPO partners throughout the day.
• Reallocate agents between queues in real time and coordinate staffing with vendor real-time teams.
• Identify SLA risks, escalate coverage issues, and alert Incident Response when volume patterns indicate possible product bugs or outages.
• Track schedule adherence across in-house and partner agents and identify coverage gaps.
• Produce intraday and end-of-day reports explaining operational outcomes and their implications for the next day.
• Feed daily observations into forecasting and scheduling processes to improve workforce planning.

Requirements

• 5+ years of experience in real-time analysis or workforce management in a contact center or support environment.
• Experience monitoring multi-channel queues across multiple vendors simultaneously.
• Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool.
• Ability to make fast staffing decisions under pressure and communicate risks clearly and directly.
• Availability to support coverage during major events, including outside standard business hours and on short notice.

Nice to have

• SQL or BI tool experience for independent data extraction and analysis.
• Background in fintech, crypto, trading, or another event-driven consumer product.

Culture & Benefits

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