Analytics Engineer, Customer Experience

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

The CX team at Polymarket is small, high-ownership, and directly responsible for the experience of users moving real money on the world's largest prediction market. Right now, the team handles a high volume of complex issues across withdrawals, KYC, and market resolution, and the data infrastructure to understand that work at scale is still being built. That's where this role comes in.

We're hiring a senior analytics engineer to own the data foundation for CX. You'll build the models, pipelines, and semantic layer that turn raw support data into something the team can actually use. This isn't a role where you inherit a clean system and maintain it. You'll be making foundational decisions about how CX data is structured, sourced, and trusted, and those decisions will shape how the team operates for years.

This matters because CX data at Polymarket is genuinely complex. Users interact across crypto rails, prediction markets, and identity verification flows, and the failure modes are varied and often novel. The person in this role needs to understand that complexity well enough to model it correctly, and to communicate clearly with both engineers and non-technical CX teammates about what the data does and doesn't show.

Responsibilities

• Design and maintain dbt data models for support data, covering ticketing, KYC, withdrawals, and market resolution workflows
• Integrate data from sources including Decagon, BPO partners, CRM systems, and WFM tools into the cloud warehouse
• Build data quality tests, monitoring, and documentation so the team can trust what they're looking at
• Define shared metrics and dimensions in the semantic layer so CX, ops, and leadership are all calculating things the same way
• Build dashboards and self-serve datasets that let CX teammates answer operational questions without waiting on a data request
• Identify recurring failure patterns in support data and translate them into documented findings for the CX playbook and internal stakeholders
• Partner with the central data engineering team on shared pipelines, infrastructure decisions, and data governance

Requirements

• 5+ years in analytics engineering, data engineering, or a closely related data role
• Expert SQL and strong hands-on dbt experience, including modeling, testing, and documentation
• Experience working with a cloud data warehouse such as Snowflake, BigQuery, or Redshift
• Experience with data ingestion tools such as Fivetran or Airbyte, and working knowledge of Python
• Strong data modeling fundamentals and a track record of building systems that non-technical teams actually use
• Experience diagnosing complex, multi-variable issues and communicating findings clearly to non-technical stakeholders
• Track record of building or improving documentation, whether data documentation, support playbooks, or process guides
• (Plus) Prior experience working with customer support, CRM, or trust and safety data
• (Plus) Experience influencing product or policy decisions using data from CX or operations
• (Plus) Familiarity with on-chain data or crypto transaction flows

Conditions

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.

Benefits

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