Customer Experience Specialist

Location: Must be based in New York (On-site)

Company

Polymarket is the world's largest peer-to-peer prediction market platform, enabling users to trade on real-world events across politics, economics, and sports.

What you will do

• Own the frontline support experience by managing tickets and live chats end-to-end.
• Analyze support data and patterns to identify and resolve recurring issues at the root.
• Prototype and improve AI-driven support tooling and automation workflows.
• Partner with Product and Engineering teams to translate user feedback into actionable product fixes.
• Act as the voice of the customer to surface product gaps and track adoption signals.
• Maintain high standards for user interactions while managing multiple live client threads.

Requirements

• 1+ years of experience in customer support, success, or a similar client-facing role.
• Tool-native mindset with comfort using dashboards, support tools, and basic data analysis (SQL).
• Ability to clearly reproduce bugs and communicate technical issues to engineering teams.
• Strong written and verbal communication skills with a focus on human, empathetic interaction.
• Must be based in New York and able to work on-site.
• Proven ability to prioritize tasks and manage high-stakes client communication.

Nice to have

• Domain expertise in prediction markets, sportsbooks, derivatives, or equities.
• Active personal trading experience.
• Experience in improving support operations, automation, or AI support tooling.

Culture & Benefits

• Competitive salary and equity package.
• Unlimited PTO policy.
• Comprehensive health, vision, and dental insurance coverage.
• 401k matching program.
• Equinox gym membership.
• Premium hardware setup including a new MacBook Pro and accessories.