Customer Experience Representative

Polymarket

Customer Experience Representative handling escalated tickets and monitoring community channels for fintech company. Managing customer experience during high-traffic market events.

Posted 5/27/2026full-timeRemote • New York • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Own customer experience coverage across the ticketing system and monitor community and social channels during your shift
Handle complex and escalated tickets including market resolution disputes, withdrawal and funding issues, KYC follow-ups, and account access problems
Route tickets into the right internal specialty teams with clean tagging and proper PII handling
Hold the line during high-traffic market events — sports finals, elections, breaking news — with on-call awareness during shoulder hours
Draft macros and response templates for recurring issues and produce clean handoffs to the rest of the team
Stay inside approved customer language guidelines at all times — this is a regulated environment and tone matters

Requirements

What you’ll need

2–4 years in customer experience, customer support, or trust and safety, ideally at a fintech, crypto, gaming, or regulated consumer platform
Weekend availability (Saturday and Sunday) is a hard requirement — standard shift is 12pm–8pm PT / 3pm–11pm ET, with an optional four-day schedule of 11am–9pm PT
Strong written communication that shifts naturally between empathetic, firm, and neutral depending on what the situation calls for
Hands-on experience with CRM tooling: macros, tagging, ticket triage, basic reporting
Self-directed during your shift — you'll often be the most senior CX person online and need to know when to act and when to escalate
Clear understanding that this is a regulated U.S. platform and that customer comms must stay inside approved guidelines
(Plus) Prior experience escalating to trust and safety, compliance, or legal teams
(Plus) Exposure to KYC/AML workflows
(Plus) Familiarity with prediction markets, crypto, or other trading products
(Plus) Comfort with community and social channels as support and listening surfaces
(Plus) Experience working in a 24/7 support environment with on-call or follow-the-sun coverage

Benefits

Comp & perks

Competitive salary & equity
Unlimited PTO
Full Health, Vision, & Dental coverage
401k match
Hardware setup: new MacBook Pro, big display, & accessories

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experiencecustomer supporttrust and safetyKYCAMLticket triagereportingescalationmacrostagging

Soft Skills

written communicationempatheticfirmneutralself-directedescalation awarenesscustomer language adherenceproblem-solvingteam collaborationadaptability