内容、质量保证与学习开发
Content, QA, And Learning Development
## 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，我们需要你的帮助来添柴加火。
## 关于该职位
Polymarket 的客户体验团队规模小、产出高，所处的领域中，客服人员无论来自人类还是 AI，所回答的问题都是真正困难的。市场、概率、结算规则和财务机制并不是标准的支持范畴。我们与内部团队和外包合作伙伴合作，目前用于保持质量一致、知识准确和客服人员快速上手的系统正在实时构建。这个职位将负责这三方面的工作。
你的职责是确保每个客服人员，无论是人类还是 AI，第一次就能给出正确的答案，并且当出现问题时，只出一次问题。这意味着将 QA、知识和内容、以及学习与发展整合为一个连贯的系统，而不是三个独立的工作流。你将设定质量标准，维护为人员和 AI 提供支持的知识库，并建立让新客服人员快速达到标准的培训体系。然后你将闭环：QA 发现的问题会变成培训内容，培训中的缺口会变成知识内容，知识内容会保持 AI 的准确性。
这是一个构建者角色。部分基础设施已经存在；大部分需要你设计、实现并负责。你还将招聘并带领日常运行这些项目的专家。如果你想要一个系统已经就绪的角色，那不是这里。如果你希望构建系统并将其规模化运行，那就是这里。
## 你将负责
- 定义 QA 评分卡，每周对人工和 AI 对话进行审计，并每月与内部团队和 BPO 团队校准评分标准，以确保所有地方的质量标准一致。
- 构建一个 AI 辅助的 QA 程序，审查比传统抽样允许的更大比例的对话，并利用发现结果推动行动。
- 负责帮助中心、内部知识库、宏命令、
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## 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
The Customer Experience team at Polymarket is small, high-output, and operating in a space where the questions agents answer, whether from a human or an AI, are genuinely hard. Markets, probabilities, resolution rules, and financial mechanics are not standard support territory. We work with an in-house team and outsourced partners, and right now the systems that keep quality consistent, knowledge accurate, and agents ramped quickly are being built in real time. This role owns all three.
Your mandate is to make sure every agent, human or AI, gets the answer right the first time, and that when something goes wrong, it only goes wrong once. That means owning QA, knowledge and content, and learning and development as a single connected system, not three separate workstreams. You will set the quality bar, maintain the knowledge that feeds both people and AI, and build the training that gets new agents to standard fast. Then you will close the loop: QA findings become training, training gaps become content, and content keeps the AI accurate.
This is a builder role. Some of the infrastructure exists; most of it needs to be designed, implemented, and owned by you. You will also hire and lead the specialists who run these programs day to day. If you want a role where the system is already in place, this is not it. If you want to build the system and then run it at scale, it is.
## What You'll Do
- Define the QA scorecard, run weekly audits across human and AI conversations, and calibrate scoring with in-house and BPO teams monthly so the quality bar is the same everywhere.
- Build an AI-assisted QA program that reviews a materially larger share of conversations than traditional sampling allows, and use what it finds to drive action.
- Own the help center, internal knowledge base, macros, and the knowledge inputs and prompts that feed our AI agents, keeping all of it accurate as products and policies change.
- Design and run onboarding and ongoing training for in-house agents and BPO partners, tracking ramp time and holding both to the same standard.
- Translate QA failure patterns into new training modules, updated content, or process changes so the same issue does not keep appearing in audits.
- Build compliance review into QA workflows for regulated interactions, and report on results alongside standard quality metrics.
- Hire, develop, and manage specialists across QA, content, and L&D as the team grows.
## What We're Looking For
- 6 or more years working in QA, knowledge management, or L&D inside a support organization, with real ownership over outcomes, not just execution.
- A track record of building at least one of QA, content, or L&D from scratch, and demonstrated ability to raise the standard on the others.
- Experience running programs across both in-house and outsourced teams, including calibration sessions and holding BPO partners to internal quality standards.
- Strong writing skills: you can produce help center articles and training materials that agents actually read and use.
- Hands-on experience with QA platforms, an LMS, and a help center CMS. You know how these tools work and how to get the most out of them.
- Comfortable with data: you track QA scores, ramp time, deflection rates, and CSAT impact, and you report on them clearly.
- Experience managing and developing a team of specialists.
- (Plus) Direct experience with AI-assisted or agentic QA tools, not just awareness of them.
- (Plus) Background in fintech, crypto, or any regulated support environment where compliance review is part of the QA process.
## 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.