[Hiring] Executive Community Relations Lead @Polymarket

Role Description

Some customer issues don't stay in the ticket queue. They show up in a leader's inbox, on X, or in a community channel with thousands of people watching. This role owns those moments. You'll run executive community relations for Polymarket, handling escalations that reach leadership, high-visibility cases involving prominent traders and public figures, and the sensitive situations where how we respond matters as much as what we fix.

The Customer Experience team sits at the intersection of product, policy, and community. You'll work closely with Communications, Community, and in-house specialists, but you'll operate with a high degree of independence. Most of what lands on your desk won't have a clear playbook. You'll need to read the room fast, write well under pressure, and make judgment calls that hold up in public.

This hire matters because Polymarket's community is vocal, informed, and paying close attention. A mishandled escalation doesn't just affect one user, it can shape how thousands of people perceive the platform. We need someone who takes that seriously, moves quickly, and closes every case with a clear resolution.

What You'll Do

• Triage executive escalations before they reach the public eye, assess severity, and route or resolve with speed.
• Draft responses to high-visibility issues on X, Discord, and Reddit, calibrating tone to the audience and the stakes.
• Own cases involving prominent traders, creators, and public figures from first contact through to resolution.
• Coordinate with Communications on customer-facing messaging during live incidents, making sure what we say externally is accurate and consistent.
• Monitor community channels for emerging issues and surface them to the right teams before they grow.
• Brief Product and Policy on patterns coming out of escalations and community feedback, turning signal into actionable input.
• Close every prominent case with a documented resolution and a clear response to the person or community involved.

Qualifications

• 4 or more years in executive escalations, executive customer relations, or community management at a consumer-facing company.
• Exceptional writing skills with sharp instincts for tone, you can shift register between a direct message to a frustrated public figure and a public reply on X without losing composure.
• Demonstrated experience handling sensitive, public-facing issues where the response itself carries reputational weight.
• Experience partnering with Communications, PR, or Community teams on coordinated responses during incidents.
• Strong ownership habits: you track every case, follow through without being chased, and don't consider something closed until it actually is.
• Comfortable making judgment calls quickly with incomplete information and standing behind them.
• (Plus) Fluency in crypto-native or trading communities, you understand the culture, the vocabulary, and what sets people off.
• (Plus) Experience managing issues specifically on X, Discord, or Reddit at meaningful scale.
• (Plus) Background at a consumer product with a highly vocal, opinionated user base.

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.