Head of Technical Customer Experience, US at Polymarket

<h2><strong>About Polymarket</strong></h2><p style="min-height:1.5em">Polymarket 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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><h2><strong>About the Role</strong></h2><p style="min-height:1.5em">This 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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><h2><strong>What You'll Do</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Manage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practices</p></li><li><p style="min-height:1.5em">Write and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixing</p></li><li><p style="min-height:1.5em">Own and tune our AI support agent hands-on by adjusting resolution rates, building automation workflows, creating custom responses, and setting up guardrails</p></li><li><p style="min-height:1.5em">Lead incident response as the customer's point person during outages, managing engineering bridge calls, publishing status updates, and building repeatable playbooks</p></li><li><p style="min-height:1.5em">Build technical integrations using REST APIs, webhooks, and Python automation that let the support team resolve issues without waiting for engineering</p></li><li><p style="min-height:1.5em">Create white-glove experiences for high-value