Polymarket
Financial Services
HeadofTechnicalCustomerExperience,US
Neural analysis suggests this role is
optimal for Lead candidates.
“Head of Technical Customer Experience, US at Polymarket. Skills: Technical customer experience, SQL, Python automation. Manage and grow US support team. Hire team members”
What You'll Achieve.
Transform support team; Earn respect from Product; Earn respect from Engineering; Earn respect from Compliance
Industry & Context.
Technical troubleshooting; Root cause analysis
Nights and weekends availability
What They're Looking For.
Must Have
5+ years leading customer-facing teams, Expert-level SQL skills, Hands-on AI/LLM support agent management, Python programming experience, Technical troubleshooting ability, Exceptional written communication, Availability for escalations within 30 minutes
Nice to Have
Experience with regulated trading platforms, DeFi and crypto wallet knowledge, Trading platform outage remediation, Modern AI-first support stack familiarity
What You'll Do.
Manage and grow US support team
Set operational standards
Introduce specialization
Introduce forward-deployed engineering
Analyze support patterns
Measure AI agent performance
Turn data into decisions
Tune AI support agent
Adjust resolution rates
Build automation workflows
Create custom responses
Lead incident response
Manage engineering bridge calls
Publish status updates
Build repeatable playbooks
Build technical integrations
Create white-glove experiences
Provide named ownership
Provide same-day follow-up
Provide proactive communication
Represent customer needs
How You'll Work.
Team & Collaboration
Partner with Product; Partner with Engineering
Communication Scope
Written communication; Status updates; Customer advocacy
Full Job Description
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 This is a technical role first. You must be able to write code, SQL, and data integrations yourself. Engineering ability is a hard requirement here, not a nice-to-have. If you would hand the technical work to someone else, this is not your role. You'll lead our US support function and transform it into a modern, AI-first customer experience organization. This is a player-coach role where you build the team while staying hands-on with the technical work they do. You own our AI support agent, write the SQL queries that drive decisions, and serve as the customer's advocate when something breaks. Your real mandate is transformation. Take our support team from where it is today and turn it into a smaller group of more capable people who earn respect from Product, Engineering, and Compliance. When a customer has an issue, you either resolve it directly or fix the process that caused it. WHAT YOU'LL DO - Manage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practices - Write and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixing - Own and tune our AI support agent hands-on by adjusting resolution rat
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