内部支持运营
In-House Support Operations
## 关于 Polymarket
Polymarket 是全球最大的预测市场平台。我们让个人通过交易政治、经济、体育、文化及新闻事件的结果来表达对现实事件的看法。作为一个去中心化的点对点市场，Polymarket 没有中央“庄家”，它将多样化的观点聚合为透明的基于市场的概率，反映人们对未来的集体预期。
我们正在快速增长，无论是交易量（2025年达到210亿美元）还是作为替代新闻来源的采用率。我们的目标是成为全球媒体中无处不在的真相灯塔，我们需要你的帮助来推动这一进程。
## 关于该职位
我们的内部支持团队是 Polymarket 的卓越中心：处理最复杂、敏感和高价值客户问题的专业人员，也是 CX 团队其他成员学习的对象。目前，这个团队需要从零开始构建。你将设计其结构，招聘专业人员和负责人，并制定在升级、投诉、高管社区关系、美国和 DeFi 支持以及孵化方面的 Tier 3 标准。
这是一个拥有高度自主权的角色，具有真正的运营范围。你将领导负责人，管理工单队列，定义连接 Tier 1 和 Tier 2 合作伙伴与你的专业人员的升级路径，并做出那些无法简单归入政策的判断。你还将决定何时案例模式表明需要更改政策，并用数据向 CX 策略、产品和工程团队传达这一信号。
挑战是真实的：Polymarket 进展迅速，你团队处理的问题通常是新颖的，客户的利益也至关重要。我们寻找一位之前构建过类似体系的人，了解一个案例需要规则还是判断，并能提升周围人的标准。
## 你将负责
- 从零开始构建 Tier 3 团队：设计结构，撰写招聘标准，招募专业人员和负责人，并建立一种教练文化，使这成为行业内最好的支持团队。
- 管理升级、投诉和 DeFi 支持的工单队列，包括服务级别、案件处理标准以及保持复杂问题推进的工作流程。
- 定义并执行 Tier 1、Tier 2 与内部专业人员之间的升级路径，包括清晰的交接标准和双方的责任。
- 运营日常节奏：每周队列回顾
查看英文原文
**## About Polymarket**
Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.
We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.
**## About the Role**
Our in-house support team is Polymarket's center of excellence: the specialists who handle the most complex, sensitive, and high-value customer issues, and the people everyone else in CX learns from. Right now, that team needs to be built. You'll design the structure, hire the specialists and leads, and set the standard for how Tier 3 operates across Escalations, Complaints, Executive Community Relations, US and DeFi support, and Incubation.
This is a high-ownership role with real operational scope. You'll lead the leads, own the queues, define the escalation paths that connect Tier 1 and Tier 2 partners to your specialists, and make the judgment calls that don't fit neatly into a policy. You'll also be the person who decides when a pattern of cases means a policy needs to change, and who carries that signal to CX Strategy, Product, and Engineering with data behind it.
The challenge is real: Polymarket moves fast, the issues your team handles are often novel, and the stakes for customers are high. We're looking for someone who has built something like this before, who knows the difference between a case that needs a rule and one that needs judgment, and who raises the bar for everyone around them.
**## What You'll Do**
- Build the Tier 3 team from the ground up: design the structure, write the hiring bar, recruit specialists and leads, and build a coaching culture that makes this the best support team in the industry.
- Own the queues for Escalations, Complaints, and DeFi support, including service levels, case-handling standards, and the workflows that keep complex issues moving.
- Define and enforce the escalation paths between Tier 1, Tier 2, and in-house specialists, including clear handoff criteria and accountability on both sides.
- Run the operating rhythm: weekly queue reviews, metrics pulls, CSAT and escalation trend reporting, and staffing decisions that keep the team performing.
- Make the hard calls on policy exceptions and sensitive cases, and feed recurring patterns back into policy through CX Strategy.
- Partner with Compliance, Premier, and Product on novel issues, policy gaps, and how production support roles are defined and governed.
- Bring what your team sees every day to Product and Engineering, with data, so that support signals actually influence the roadmap.
**## What We're Looking For**
- 6+ years in customer support operations, with direct responsibility for team performance, staffing, and service levels.
- 3+ years leading managers or team leads, not just individual contributors.
- Demonstrated experience building or scaling an in-house escalations or specialist support team, including hiring, structuring, and coaching.
- Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to apply policy and when to override it.
- Metrics-driven approach to running a team: you know which numbers matter, you pull them yourself, and you act on them.
- Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry where compliance and customer risk intersect.
- Comfortable working across Compliance, Product, and Engineering as a peer, not just an escalation point.
- (Plus) Experience supporting crypto, DeFi, or trading products.
- (Plus) Track record running a high-value or VIP service tier.
**## Benefits**
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
### **Pay Transparency**
Base salary range: $200,000 to $250,000, plus equity and benefits.
This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.