About Polymarket
Polymarket is a peer-to-peer prediction market platform where people trade on the outcomes of real-world events across politics, economics, sports, culture, and current affairs. It aggregates market participants' opinions into transparent probabilities about the future.
Responsibilities
•Define and own the CX metrics layer, including service levels, CSAT, handle time, first-contact resolution, contact rate, and the dbt models that power them
•Write SQL and build data models to diagnose contact rate spikes, identify friction points, and surface root causes to teams that can address them
•Lead and develop the Analytics Engineering team, set priorities, review work, and align its output with CX team needs
•Partner with the central data team to build the pipelines and shared infrastructure CX depends on, and unblock stalled work
•Deliver weekly metrics summaries and insight packages to CX leadership with clear recommendations
•Build a measurement framework for AI agents and automation across CX to assess performance and guide investment
•Apply forecasting and modeling to operational problems such as staffing, contact driver classification, and AI deflection rates
Requirements
•6+ years in analytics or data science, including at least 2 years leading an analytics team
•Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool such as Looker, Tableau, Mode, or Hex
•Experience building an analytics function or data model from scratch
•Experience with customer support data and systems, and understanding of key CX metrics
•Strong data storytelling skills for executive audiences, with the ability to turn complex analysis into clear recommendations
•Comfortable working directly with engineering and data platform teams to deliver pipeline and infrastructure work
Nice to have
•NLP or LLM-based approaches to ticket classification or contact driver analysis
•Background in fintech, crypto, or trading platforms
Conditions
•Competitive salary of $250,000 to $275,000, plus equity and benefits
•Unlimited PTO
•Full health, vision, and dental coverage
•401K match
•Hardware setup: new MacBook Pro, big display, and accessories
