[Hiring] Incident Response Leader @Polymarket

Role Description

The CX team at Polymarket is the first line of contact when something goes wrong, and things go wrong in ways that are genuinely hard to predict. Prediction markets run on real money, real-time data, and on-chain infrastructure. When a wallet fails to connect, a market resolves incorrectly, or an outage hits during peak trading, customers notice immediately and the support queue reflects it within minutes. This role exists because CX needs someone who can own the response end to end, not just escalate and wait.

You will be the operational center of gravity for every incident that touches customers. That means:

• Coordinating the CX side of live outages.
• Building the systems that make bug intake clean and fast.
• Ensuring agents and AI tools always know what is broken and what to tell customers.

The team is lean and the platform moves fast. You will not have the luxury of slow processes or ambiguous ownership. This hire matters because right now, incident response across CX is not as structured as it needs to be. You are not inheriting a finished system. You are building one, and then running it.

Qualifications

• 4 or more years in incident management, technical support operations, or a support engineering role where you were directly involved in coordinating with engineering on live bugs and outages.
• Technical fluency that lets you read logs, understand API errors, and have a real conversation with an engineer about what is failing and why, without needing it translated.
• Demonstrated experience building support or ops processes from scratch, not just following existing ones.
• Comfort being the calm, structured voice in a high-pressure situation where information is incomplete and customers are waiting.
• Hands-on experience with incident and bug tracking tools such as Jira, Linear, PagerDuty, or Statuspage.
• (Plus) Experience supporting a trading platform, financial product, or any system where real-time accuracy and uptime directly affect users' money.
• (Plus) Familiarity with blockchain infrastructure, crypto wallets, or on-chain transactions, enough to understand what can go wrong and why.

Requirements

• Run the CX war room during live incidents: coordinate agents, write and push customer-facing status updates, and stay in the loop with engineering from first signal to all-clear.
• Triage incoming bug reports from support, reproduce issues where possible, and file them to engineering with enough context that they can act without coming back to you.
• Build and maintain escalation paths into Product and Engineering, including shared severity definitions and clear service level expectations on both sides.
• Own the known-issue library: keep it current during active incidents so every agent and AI tool is working from accurate information and not making things up.
• Lead post-incident reviews for CX, identify what broke down in the response, and track fixes through to completion so the same incident does not generate the same contact volume twice.
• Design and stand up on-call coverage for CX so off-hours incidents have a clear owner and a clear process, not just whoever happens to be awake.

Benefits

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

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.