Head of Technical Customer Experience, US

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 RoleThis is a technical role first. You must be able to write code, SQL, and data integrations yourself. Engineering ability is a hard requirement here, not a nice-to-have. If you would hand the technical work to someone else, this is not your role.You'll lead our US support function and transform it into a modern, AI-first customer experience organization. This is a player-coach role where you build the team while staying hands-on with the technical work they do. You own our AI support agent, write the SQL queries that drive decisions, and serve as the customer's advocate when something breaks.Your real mandate is transformation. Take our support team from where it is today and turn it into a smaller group of more capable people who earn respect from Product, Engineering, and Compliance. When a customer has an issue, you either resolve it directly or fix the process that caused it.What You'll DoManage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practicesWrite and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixingOwn and tune our AI support agent hands-on by adjusting resolution rates, building aut