Monitor and actively engage in Discord channels throughout the day, maintaining quick response times and high community engagement
Answer user questions about Polymarket's app, features, trading mechanics, and policies
Triage and escalate urgent issues, complex cases, and compliance-sensitive concerns to appropriate internal teams
Moderate community discussions, enforce server guidelines, and maintain a positive, respectful environment
Identify and surface recurring pain points, common questions, and trending issues to inform product and support improvements
Create and maintain Discord support resources: pinned FAQs, bot commands, channel organization, and automated responses
Manage Discord server infrastructure: roles, permissions, channels, and bot configurations if applicable
De-escalate tense situations with empathy and professionalism while upholding platform policies
Resolve customer tickets through Intercom, maintaining high-quality, compliant communication
Support KYC/CIP workflows, identity verification issues, and escalations to Compliance/Risk when appropriate
Handle payments-related inquiries: ACH, debit cards, Apple Pay, wires, deposit/withdrawal statuses, and transaction troubleshooting
Provide education around trade lifecycle, settlement timing, and clearing dependencies
Draft and improve Discord announcements, FAQs, and help resources that reduce repeat contacts
Document common issues, create escalation playbooks, and maintain internal knowledge base
Track metrics: response times, resolution rates, community sentiment, and escalation patterns

Requirements

3+ years managing Discord communities, preferably in crypto, fintech, trading, or financial services environments
2+ years in financial services (banking, brokerage, payments, fintech, exchanges) in support or operations
Proven ability to manage high-volume Discord servers with excellent moderation and community engagement skills
Strong understanding of Discord infrastructure: server setup, roles/permissions, bots, moderation tools
Hands-on familiarity with KYC/CIP concepts and working alongside Risk/Compliance teams in regulated settings
Experience supporting payment rails: ACH, debit cards, Apple Pay, and wires
Working knowledge of markets and trading fundamentals (execution → settlement/clearing)
Exceptional written communication—clear, concise, and professional under pressure
High EQ: able to de-escalate conflicts, set expectations clearly, and communicate policies with empathy
Comfortable working autonomously in fast-paced environments while maintaining accuracy

Benefits

Competitive salary & equity
Unlimited PTO
Health, Vision, & Dental coverage
401(k) match
Hardware setup (MacBook Pro + accessories)
In-office lunch provided 5 days per week
Complimentary snacks and drinks in office

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Discord managementKYCCIPpayment processingACHdebit cardsApple Paytransaction troubleshootingtrading fundamentalscommunity engagement

Soft skills

communicationempathyconflict de-escalationprofessionalismautonomyorganizationproblem-solvingcustomer supportteam collaborationadaptability