Customer Experience Representative, U.S.

About PolymarketPolymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.We're growing fast — both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.About the RoleMarkets don't sleep, and neither does customer demand. Weekends are when our volume spikes the hardest: sports outcomes resolving on Sunday afternoons, breaking news triggering market reactions on Saturday evenings, elections and major economic events landing whenever they land. We need a dedicated CX presence during those windows who can handle escalations, route the right issues to the right specialists, and keep the bar high.You'll be the senior point of contact during your shift. You'll handle incoming tickets, escalate into our internal specialty teams when needed, and serve as the eyes and ears on community channels during peak hours.What You'll DoOwn customer experience coverage across the ticketing system and monitor community and social channels during your shiftHandle complex and escalated tickets including market resolution disputes, withdrawal and funding issues, KYC follow-ups, and account access problemsRoute tickets into the right internal specialty teams with clean tagging and proper PII handlingHold the line during high-traffic market events — sports finals, elections, breaking news — with on-call awareness during shoulder hoursDraft macros and response templates for recurring issues and produce clean handoffs to the rest of the teamStay inside approved customer language guidelines at all t