Escalations And Complaints Lead
Role Overview
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.
Full Job Posting
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.
About Polymarket
Private blockchain-based prediction market platform where users trade on outcomes of real-world events.
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