CX Incident Manager

Location: Remote

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

Company

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

What you will do

• Run the CX war room during live incidents, coordinating agents, customer-facing updates, and communication with Engineering.
• Triage and reproduce support-reported bugs, then provide Engineering with actionable context.
• Build escalation paths into Product and Engineering, including severity definitions and service-level expectations.
• Own the known-issue library so agents and AI tools have accurate incident information.
• Lead CX post-incident reviews and track corrective actions through completion.
• Design and establish on-call coverage for off-hours CX incidents.

Requirements

• 4+ years of experience in incident management, technical support operations, or support engineering.
• Technical fluency with logs and API errors, including the ability to collaborate directly with engineers on failures.
• Experience building support or operations processes from scratch.
• Ability to provide calm, structured coordination during high-pressure incidents with incomplete information.
• Hands-on experience with incident and bug tracking tools such as Jira, Linear, PagerDuty, or Statuspage.

Nice to have

• Experience supporting trading platforms, financial products, or systems where real-time accuracy and uptime affect users' money.
• Familiarity with blockchain infrastructure, crypto wallets, or on-chain transactions.

Culture & Benefits

• Remote full-time position in a lean, fast-moving team.
• Competitive base salary, equity, and unlimited PTO.
• Full health, vision, and dental coverage.
• 401(k) match.
• New MacBook Pro, display, and accessories for the hardware setup.