投诉与升级负责人
Escalations And Complaints Lead
## 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世界的看法。作为一个去中心化的点对点市场，Polymarket没有中央“庄家”，它将多元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，我们需要你的帮助为这把火添油。
## 关于该职位
当客户遇到问题且常规流程无法解决时，这些案例会落到你这里。你将负责Polymarket处理升级和正式投诉的全流程：接收、分类、解决、根本原因分析和报告。该职责涵盖信任、安全和社区相关问题以及标准的客户纠纷，并需满足监管和审计要求。在这里，文档规范与解决速度同样重要。
这是一个构建型岗位。Polymarket的客户体验职能正在扩展，但正式的升级和投诉流程尚未完全建立。你将定义哪些情况需要升级、如何升级以及由谁处理，设定服务级别，并确保每个案件文件都足够干净以提交给监管机构。你将与法律、合规、信任与安全、产品和工程团队密切合作，这意味着你需要既能为外部律师撰写案件摘要，也能安抚一位情绪激动的客户。
适合这个职位的人应具备稳健的处理能力，有强烈的公平意识，并在受监管环境中建立投诉流程的经验。如果你多年来一直在清理他人的升级问题并对此有独到见解，那么这就是你从零开始构建的机会。
## 你将负责
- 定义并负责升级流程：什么情况触发升级、由谁处理，以及在不同严重程度下的解决时间线。
- 从零开始建立投诉流程，包括满足监管和审计要求的接收、分类、跟踪和解决工作流。
- 亲自处理最敏感和高风险的客户案例，包括涉及监管转介或正式消费者投诉的情况。
- 与信任与安全团队合作
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
When something goes wrong for a customer and the normal path hasn't fixed it, the case lands with you. You'll own how Polymarket handles escalations and formal complaints end to end: intake, classification, resolution, root cause analysis, and reporting. The scope covers trust, safety, and community concerns alongside standard customer disputes, and it has to meet regulatory and audit expectations. Documentation discipline matters as much as resolution speed here.
This is a build role. Polymarket's CX function is growing, and a formal escalations and complaints program doesn't fully exist yet. You'll define what gets escalated, how, and to whom, set service levels, and make sure every case file is clean enough to hand to a regulator. You'll work closely with Legal, Compliance, Trust and Safety, Product, and Engineering, which means you need to be as comfortable writing a case summary for outside counsel as you are talking a frustrated customer off a ledge.
The right person for this role is a steady hand with a strong sense of fairness and a track record of building complaint programs in regulated environments. If you've spent years cleaning up other people's escalation messes and have opinions about how to do it right, this is your chance to build it from scratch.
## What You'll Do
- Define and own the escalations process: what triggers an escalation, who handles it, and what the resolution timeline looks like at each severity level.
- Build the complaints program from the ground up, including intake, classification, tracking, and resolution workflows that satisfy regulatory and audit requirements.
- Personally handle the most sensitive and highest-stakes customer cases, including those involving regulatory referrals or formal consumer complaints.
- Partner with Trust and Safety and Community teams to manage concerns that arrive through support channels and require cross-functional coordination.
- Analyze complaint and escalation trends, identify root causes, and drive fixes with Product, Engineering, and Policy.
- Maintain complete, accurate case records and produce reporting that Legal, Compliance, and external auditors can rely on.
- Train front-line agents and AI systems on escalation criteria, handoff procedures, and documentation standards so the program works at scale.
## What We're Looking For
- 4 or more years in escalations, complaints management, or customer resolution at a fintech, bank, brokerage, or other regulated company.
- Direct experience building or running a formal complaints program, including intake design, case tracking, and regulatory reporting.
- Strong written communication skills, particularly in sensitive situations where tone and precision both matter.
- Rigorous documentation habits and a clear understanding of what "audit-ready" actually means in practice.
- Sound judgment and a consistent sense of fairness when cases are ambiguous or emotionally charged.
- Comfort working directly with Legal and Compliance teams, including translating case details into formats they can act on.
- (Plus) Experience handling regulator-referred or formal consumer complaints, such as CFPB or state-level filings.
- (Plus) Background in Trust and Safety or community moderation, especially in a platform or marketplace context.
## 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.