Customer Experience Specialist

atPolymarketRemote

United States Full-time Customer SupportJuniorMid-level$80k – $110k/year

Posted 8 hours ago

This is a fully remote position, open to applicants in United States.

📋 Description

• Address user support tickets through chat, email, and social media channels, managing account-related inquiries and questions regarding specific markets.

• Examine disputed market resolutions, collect pertinent context, and escalate unique cases to the policy team with a comprehensive summary.

• Monitor recurring user issues, pinpoint trends, and document findings for the product team.

• Create and update help center articles based on frequently asked questions.

• Oversee customer experience queues during peak events, coordinate support coverage with colleagues, and alert when escalations are necessary.

• Collaborate cross-functionally with policy, product, and operations teams to resolve issues that fall outside of standard support protocols.

⛳️ Requirements

• A minimum of 2 years of experience in a customer-facing support role, preferably in a high-volume or fast-paced environment.

• Excellent written communication skills, particularly the ability to craft clear, precise, and empathetic responses swiftly and with minimal editing.

• Comfort in navigating ambiguous situations where the correct answer isn’t always documented, requiring sound judgment.

• Capacity to quickly grasp unfamiliar technical concepts, including how prediction markets function and the mechanics of cryptocurrency transactions.

• Previous experience in a crypto or fintech company, with a solid understanding of wallets, transactions, or trading products.

• Practical experience with Zendesk, Intercom, or a similar support platform.

• A genuine interest in markets, current events, or forecasting.