About Polymarket
Polymarket is a peer-to-peer prediction market platform where users trade on real-world events. It aggregates diverse opinions into transparent, market-based probabilities reflecting collective expectations about the future.
Responsibilities
•Own and prioritize the CX technology roadmap across ticketing, CRM, AI automation, and integrations, deciding what gets built and when
•Configure, evaluate, and continuously improve Decagon AI agents to increase automated resolution rates and reduce manual handling
•Translate CX teams' operational pain points into clear, buildable requirements for Engineering and follow them through to delivery
•Lead tooling rollouts from kickoff through launch, coordinating Engineering, Operations, and vendors
•Partner with Product Engineering on integrations, including API connections, webhooks, and data flows between systems
•Administer CX platforms, including access controls, configuration changes, and change management across the stack
•Manage CX software vendor relationships and contracts, including renewals, escalations, and evaluations of new tools
Requirements
•4 or more years in CX systems, technical program management, or a directly comparable role
•Hands-on administration and configuration experience with at least one major support platform, such as Zendesk, Salesforce Service Cloud, or Intercom
•Experience deploying AI agents or automation in a support context and evaluating their effectiveness
•Comfortable designing solutions and reviewing implementations involving APIs, webhooks, and integrations
•Strong program management skills across multiple concurrent projects, with a track record of shipping on time while keeping stakeholders aligned
•Clear written and verbal communication with technical and non-technical audiences
Nice to have
•Experience building LLM evaluation frameworks or QA workflows for AI-generated responses
•Background in fintech, crypto, or trading platforms where compliance, speed, and user trust are important
Benefits
•Competitive salary, equity, and benefits
•Unlimited PTO
•Full health, vision, and dental coverage
•401K match
•Hardware setup: new MacBook Pro, big display, and accessories
