Polymarket · 15 hours ago
Customer Success Specialist - Discord Community
United States
Full-time
Remote
Mid, Senior Level
3+ years expPolymarket is a high-volume markets platform focused on providing clear information and a great customer experience. They are seeking a Discord Community Support Specialist to manage the customer experience in their Discord community by resolving issues, answering questions, and improving support operations.
CryptocurrencyFinancial ServicesPrediction MarketsPredictive Analytics
Responsibilities
Monitor and actively engage in Discord channels throughout the day, maintaining quick response times and high community engagement
Answer user questions about Polymarket's app, features, trading mechanics, and policies
Triage and escalate urgent issues, complex cases, and compliance-sensitive concerns to appropriate internal teams
Moderate community discussions, enforce server guidelines, and maintain a positive, respectful environment
Identify and surface recurring pain points, common questions, and trending issues to inform product and support improvements
Create and maintain Discord support resources: pinned FAQs, bot commands, channel organization, and automated responses
Manage Discord server infrastructure: roles, permissions, channels, and bot configurations if applicable
De-escalate tense situations with empathy and professionalism while upholding platform policies
Resolve customer tickets through Intercom, maintaining high-quality, compliant communication
Support KYC/CIP workflows, identity verification issues, and escalations to Compliance/Risk when appropriate
Handle payments-related inquiries: ACH, debit cards, Apple Pay, wires, deposit/withdrawal statuses, and transaction troubleshooting
Provide education around trade lifecycle, settlement timing, and clearing dependencies
Draft and improve Discord announcements, FAQs, and help resources that reduce repeat contacts
Document common issues, create escalation playbooks, and maintain internal knowledge base
Track metrics: response times, resolution rates, community sentiment, and escalation patterns
Qualification
Required
3+ years managing Discord communities, preferably in crypto, fintech, trading, or financial services environments
2+ years in financial services (banking, brokerage, payments, fintech, exchanges) in support or operations
Proven ability to manage high-volume Discord servers with excellent moderation and community engagement skills
Strong understanding of Discord infrastructure: server setup, roles/permissions, bots, moderation tools
Hands-on familiarity with KYC/CIP concepts and working alongside Risk/Compliance teams in regulated settings
Experience supporting payment rails: ACH, debit cards, Apple Pay, and wires
Working knowledge of markets and trading fundamentals (execution → settlement/clearing)
Exceptional written communication—clear, concise, and professional under pressure
High EQ: able to de-escalate conflicts, set expectations clearly, and communicate policies with empathy
Comfortable working autonomously in fast-paced environments while maintaining accuracy
Preferred
Experience with prediction markets, crypto/Web3 communities, or DeFi platforms
Familiarity with identity/authentication tooling (Auth0) and 2FA/account security
Background in regulator-ready communications (approved templates, audit-friendly documentation)
Experience partnering with Product/Engineering on incident response and operational readiness
Knowledge of Discord analytics tools and community growth strategies
Exposure to fraud workflows, risk controls, and operational break resolution
Benefits
Competitive salary & equity
Unlimited PTO, Health, Vision, & Dental coverage
401(k) match
Hardware setup (MacBook Pro + accessories)
In-office lunch provided 5 days per week
Complimentary snacks and drinks in office
Company
Polymarket
Polymarket is a prediction market platform where traders predict future event outcomes, reacting to news in real time.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$2.28BKey Investors
Intercontinental ExchangeFounders FundBlockchain Capital
2025-12-08Series A
2025-10-07Corporate Round· $2B
2025-07-15Series C· $150M
Leadership Team
Shayne Coplan
Founder & CEO
Recent News
2026-01-15
2026-01-14
2026-01-13
Company data provided by crunchbase