Senior Customer Experience (CX) Analytics Engineer

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

CX generates some of the richest data at Polymarket: every contact, every resolution, every point of friction. Right now, that data isn't working hard enough. You'll change that.

You'll build the CX data and analytics function from the ground up. That means defining the metrics that matter, creating a single source of truth for service levels, CSAT, contact rate, handle time, and first-contact resolution, and delivering the reporting and insight that CX leadership actually uses to make decisions. You'll lead the Analytics Engineers on the CX team and serve as the primary connection point to Polymarket's central data engineering team.

This is a builder role. The function doesn't exist yet in any mature form, and you'll be setting the vision, the roadmap, and the standards. You should be as comfortable writing SQL to diagnose a contact spike as you are presenting findings to a VP. If an insight doesn’t change a decision, it doesn’t count.

What You'll Do

- Define and own the CX metrics layer: service levels, CSAT, handle time, first-contact resolution, contact rate, and the dbt models that power them.

- Write SQL and build data models to diagnose contact rate spikes, identify friction points, and surface root causes to the teams who can fix them.

- Lead and develop the Analytics Engineering team: set priorities, review work, and make sure output maps directly to CX team needs.

- Partner with Polymarket's central data team to build the pipelines and shared infrastructure CX depends on, and unblock that work when it stalls.

- Deliver weekly metrics summaries and insight packages to CX leadership, with clear recommendations, not just charts.

- Build the measurement framework for AI agents and automation across CX, so the team knows what's working, what isn't, and where to invest next.

- Apply forecasting and modeling to operational problems like staffing, contact driver classification, and AI deflection rates.

What We're Looking For

- 6+ years in analytics or data science, with at least 2 years leading an analytics team.

- Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool (Looker, Tableau, Mode, Hex, or similar).

- A track record of building an analytics function or data model from scratch, not just inheriting one.

- Experience working with customer support data and systems, and an understanding of the metrics that matter in a CX context.

- Strong data storytelling for executive audiences: you can turn a complex analysis into a clear recommendation.

- Comfortable working directly with engineering and data platform teams to get pipeline and infrastructure work done.

- (Plus) Experience with NLP or LLM-based approaches to ticket classification or contact driver analysis.

- (Plus) Background in fintech, crypto, or trading platforms.

Benefits

- Competitive salary & equity

- Unlimited PTO

- Full Health, Vision, & Dental coverage

- 401k match

- Hardware setup: new MacBook Pro, big display, & accessories