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Polymarket · 5 days ago

Coaching & Quality Assurance - Customer Success

New York

Full-time

Onsite

Mid, Senior Level

4+ years exp

Polymarket is a high-volume markets platform focused on providing a great customer experience. They are seeking a Customer Success Rep to lead coaching and quality assurance efforts, improve support operations, and ensure compliance while enhancing team performance.

CryptocurrencyFinancial ServicesPrediction MarketsPredictive Analytics

Responsibilities

Own day-to-day support quality across tickets and chat: review interactions for accuracy, tone, completeness, and policy alignment

Run a consistent coaching cadence (targeted feedback, improvement plans, follow-through) that keeps reps aligned to standards

Build and maintain QA scorecards/rubrics, calibration practices, and quality standards that are auditable and consistent

Establish and report on KPIs (e.g., CSAT, QA score, recontact rate, resolution quality, first response time, escalation quality) and translate trends into action

Design and deliver training modules (onboarding, refreshers, scenario-based drills, policy-safe comms) to raise rep knowledge and performance

Identify recurring issues and knowledge gaps, then drive improvements through macros, playbooks, and process updates—focused on measurable lifts in CSAT and quality

Resolve customer tickets through approved support channels (e.g., email, in-app chat), maintaining high-quality, compliant, and consistent communication

Triage, prioritize, and manage a high-volume queue—distinguishing urgent, high-risk, and time-sensitive issues from standard inquiries

Serve as a primary escalation point for complex cases and coordinate handoffs across internal stakeholders (Payments Ops, Risk/Compliance, Product/Engineering)

Support and troubleshoot KYC/CIP workflows, including identity verification issues, document collection, exception handling, and escalation to Compliance/Risk when appropriate

Handle and investigate payments-related inquiries end-to-end, including: ACH, debit cards, Apple Pay, and wires (required experience) Deposit/withdrawal statuses, returns/reversals, limits, bank rejections, and transaction troubleshooting

Support account access and security flows, including login issues, 2FA support, secure verification steps, and account recovery

Provide customer education and set expectations around the trade lifecycle, including trading cycles, settlement timing, and clearing dependencies that may impact balances, holds, or withdrawals

Partner with internal teams to resolve issues related to trade status, settlement breaks, clearing constraints, or post-trade restrictions (as applicable to our workflows)

Draft and improve customer-facing notifications, FAQs, macros, and help-center content that reduce repeat contacts and improve clarity—especially around payments, verification, and settlement timelines

Identify recurring pain points and drive process improvements: tooling, QA checklists, escalation playbooks, tagging/reporting, and operational controls

Maintain high operational standards for documentation, internal notes, and handoffs—ensuring cases are auditable, consistent, and easy to pick up

Qualification

Financial services experienceCoachingQA leadershipPayment rails supportKYC/CIP familiarityClient-facing communicationProcess improvementRegulator-ready communicationIncident response collaborationIdentity authentication toolingHigh emotional intelligence

Required

4+ years in a financial services environment (banking, brokerage, payments, fintech, exchanges, or similar) in a support and/or operations role

Prior experience leading coaching and/or QA in a support environment (formal people management or clear ownership of performance outcomes strongly preferred)

Strong client-facing judgment and communication skills—clear, calm, and precise, especially under pressure

Demonstrated ability to triage, prioritize, and execute in fast-moving environments while maintaining accuracy and professionalism

Hands-on familiarity with KYC/CIP concepts and working alongside Risk/Compliance teams in a regulated setting

Proven experience supporting payment rails: ACH, debit cards, Apple Pay, and wires (required)

Working knowledge of markets and trading lifecycle fundamentals, including execution → confirmation → settlement/clearing, and how timing differences can affect availability of funds

High EQ: able to de-escalate tense interactions, set expectations clearly, and communicate policies with empathy and firmness

Track record of process improvement: you don't just solve tickets—you reduce future tickets and improve the system