---
title: 'Escalations And Complaints Lead at Polymarket'
canonical: 'https://feeny.ai/job/escalations-and-complaints-lead-polymarket-remote-7g37q9sp0z6q'
type: 'job'
last_seen: '2026-10-18'
---

# Escalations And Complaints Lead at Polymarket

- **Company:** Polymarket
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-01
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.ashbyhq.com/polymarket/1f8a5f5c-06b7-4b1d-8fa3-8bb43f9dbbbd

## Job description

## About Polymarket

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. 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 Role

When something goes wrong for a customer and the normal path hasn't fixed it, the case lands with you. You'll own how Polymarket handles escalations and formal complaints end to end: intake, classification, resolution, root cause analysis, and reporting. The scope covers trust, safety, and community concerns alongside standard customer disputes, and it has to meet regulatory and audit expectations. Documentation discipline matters as much as resolution speed here. This is a build role. Polymarket's CX function is growing, and a formal escalations and complaints program doesn't fully exist yet. You'll define what gets escalated, how, and to whom, set service levels, and make sure every case file is clean enough to hand to a regulator. You'll work closely with Legal, Compliance, Trust and Safety, Product, and Engineering, which means you need to be as comfortable writing a case summary for outside counsel as you are talking a frustrated customer off a ledge. The right person for this role is a steady hand with a strong sense of fairness and a track record of building complaint programs in regulated environments. If you've spent years cleaning up other people's escalation messes and have opinions about how to do it right, this is your chance to build it from scratch.

## What You'll Do

- Define and own the escalations process: what triggers an escalation, who handles it, and what the resolution timeline looks like at each severity level.
- Build the complaints program from the ground up, including intake, classification, tracking, and resolution workflows that satisfy regulatory and audit requirements.
- Personally handle the most sensitive and highest-stakes customer cases, including those involving regulatory referrals or formal consumer complaints.
- Partner with Trust and Safety and Community teams to manage concerns that arrive through support channels and require cross-functional coordination.
- Analyze complaint and escalation trends, identify root causes, and drive fixes with Product, Engineering, and Policy.
- Maintain complete, accurate case records and produce reporting that Legal, Compliance, and external auditors can rely on.
- Train front-line agents and AI systems on escalation criteria, handoff procedures, and documentation standards so the program works at scale.

## What We're Looking For

- 4 or more years in escalations, complaints management, or customer resolution at a fintech, bank, brokerage, or other regulated company.
- Direct experience building or running a formal complaints program, including intake design, case tracking, and regulatory reporting.
- Strong written communication skills, particularly in sensitive situations where tone and precision both matter.
- Rigorous documentation habits and a clear understanding of what "audit-ready" actually means in practice.
- Sound judgment and a consistent sense of fairness when cases are ambiguous or emotionally charged.
- Comfort working directly with Legal and Compliance teams, including translating case details into formats they can act on.
- (Plus) Experience handling regulator-referred or formal consumer complaints, such as CFPB or state-level filings.
- (Plus) Background in Trust and Safety or community moderation, especially in a platform or marketplace context.

## Benefits

- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories

Pay Transparency Base salary range: $200,000 to $250,000, plus equity and benefits. This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.

## About Polymarket

## Company Overview
- **One-liner**: Polymarket is the world's largest prediction market platform, enabling users to trade on the outcomes of real-world events to surface a crowd‑driven signal of what people actually believe will happen.
- **Entity Type**: Private (multiple funding rounds; latest $2B corporate round led by Intercontinental Exchange in November 2025)
- **Headquarters**: New York, New York, United States
- **Founded**: 2020
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: Prediction markets / Information markets / Financial technology
- **Target customers**: B2C (30 million monthly visitors) and B2B (institutional investors, media, financial firms using data for research and hedging)
- **Mission or purpose**: “Become the new front page of the internet” and “Define the coming era of finance” by rewarding conviction and bringing private insight to life in the public forum [careers.polymarket.com](https://careers.polymarket.com/)

## Products & Services
- **Polymarket Platform (Prediction Markets)**: A decentralized platform where users trade on the probabilities of future events across politics, geopolitics, business, culture, and breaking news. Real‑time, crowd‑driven forecasts often more accurate than polling. [polymarket.com](https://polymarket.com/)
- **Event‑Data Feeds**: Aggregated market probabilities distributed via partnerships with X, Substack, Yahoo Finance, and other media to provide “the true signal in world events.” [careers.polymarket.com](https://careers.polymarket.com/)
- **Institutional & Media Solutions**: Partnerships with Dow Jones (official information market for WSJ, Barron’s, MarketWatch) and Intercontinental Exchange (owner of NYSE) to distribute event‑driven data to global markets and power next‑generation hedging strategies. [careers.polymarket.com](https://careers.polymarket.com/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed; total funding exceeds $2.87B (see below)
- **Key Metric**:
  - **Annual Revenue**: $17.9M (as reported by LinkedIn)
  - **Total Funding**: $2.874B (including a $2B corporate round from Intercontinental Exchange in November 2025, a $45M Series B led by Founders Fund in May 2024, and earlier rounds)
- **Notable Investors/Partners**:
  - Intercontinental Exchange (lead in 2025 corporate round)
  - Founders Fund (lead in Series B)
  - Dow Jones (official data partnership)
  - Key acquisitions: QCEX ($112M), Brahma, Dome
- **Growth Signals**:
  - Monthly visitors: ~45 million (global rank #816, traffic up +373% year‑over‑year)
  - Headcount: 201 employees (+775% YoY)
  - Active job postings: 42 (monthly +44.8%, yearly +1300%)
  - Expanded to 20 countries; offices in New York, United States (HQ), plus remote presence

## Competitive Advantages
- **First‑mover and market dominance** in prediction markets with the deepest liquidity and widest event coverage.
- **Institutional credibility** through partnerships with Intercontinental Exchange (NYSE owner) and Dow Jones – an unmatched bridge between retail prediction markets and traditional finance.
- **Real‑time, crowd‑sourced accuracy** that is often faster and more reliable than polls or experts, attracting both retail users and institutional clients.
- **Network effects**: 30M monthly visitors provide the liquidity that makes the platform useful; data feeds are increasingly embedded in major media and financial platforms.

## Strategic Focus
- **Institutional expansion**: Leveraging partnerships with ICE and Dow Jones to integrate Polymarket data into financial research, hedging, and media.
- **Becoming the “front page of the internet”** – making market probabilities the default way to understand any breaking news event.
- **Defining the next era of finance** by merging real‑time information markets with traditional financial instruments.
- **Talent acquisition**: Actively hiring quantitative traders, data analysts, derivatives experts, AML compliance officers, and engineering roles to scale platform, security, and institutional support. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/polymarket)

## Why Work Here
- **High‑growth environment**: 775% headcount growth in the past year; massive traffic scaling and institutional adoption create exciting challenges.
- **Mission‑driven culture**: Build the “information market” that cuts through noise and empowers better decision‑making – a blend of finance, tech, and media.
- **Engineering & data focus**: Tech stack includes blockchain, PostgreSQL, ClickHouse, Terraform, Python, and JavaScript; roles span application security, AI ops, data engineering, and Android development.
- **Remote & office flexibility**: Headquarters in New York, NY; operates in 20 countries. Hybrid/remote policy not specified but international presence suggests flexibility.
- **Compensation & culture**: Employer rating 4.3/5 (perfect scores for work‑life, compensation, culture, career). Senior Accounting Manager salary listed at $225k–$240k (New York). [indeed.com](https://www.indeed.com/cmp/Polymarket)
- **Notable perks / engineering culture**: Emphasis on decentralized finance, open‑source principles, and “rewarding conviction” – a fast‑paced, intellectually stimulating environment.

## Sources
1. [careers.polymarket.com](https://careers.polymarket.com/)
2. [polymarket.com](https://polymarket.com/)
3. [linkedin.com (company profile)](https://www.linkedin.com/company/polymarket/jobs)
4. [indeed.com (salary data)](https://www.indeed.com/cmp/Polymarket)
5. [jobs.ashbyhq.com (open roles)](https://jobs.ashbyhq.com/polymarket)

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