[Hiring] Escalations And Complaints Lead @Polymarket

Role Description

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
• 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
• Engineering

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.

Qualifications

• 4 or more years in escalations, complaints management, or customer resolution at a fintech, bank, brokerage, or other regulated company.
• Direct experience building or running a formal complaints program, including intake design, case tracking, and regulatory reporting.
• Strong written communication skills, particularly in sensitive situations where tone and precision both matter.
• Rigorous documentation habits and a clear understanding of what "audit-ready" actually means in practice.
• Sound judgment and a consistent sense of fairness when cases are ambiguous or emotionally charged.
• Comfort working directly with Legal and Compliance teams, including translating case details into formats they can act on.
• (Plus) Experience handling regulator-referred or formal consumer complaints, such as CFPB or state-level filings.
• (Plus) Background in Trust and Safety or community moderation, especially in a platform or marketplace context.

Requirements

• Define and own the escalations process: what triggers an escalation, who handles it, and what the resolution timeline looks like at each severity level.
• Build the complaints program from the ground up, including intake, classification, tracking, and resolution workflows that satisfy regulatory and audit requirements.
• Personally handle the most sensitive and highest-stakes customer cases, including those involving regulatory referrals or formal consumer complaints.
• Partner with Trust and Safety and Community teams to manage concerns that arrive through support channels and require cross-functional coordination.
• Analyze complaint and escalation trends, identify root causes, and drive fixes with Product, Engineering, and Policy.
• Maintain complete, accurate case records and produce reporting that Legal, Compliance, and external auditors can rely on.
• Train front-line agents and AI systems on escalation criteria, handoff procedures, and documentation standards so the program works at scale.

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.