Customer Success Specialist - Discord Community

Customer Success Specialist - Discord Community

About Polymarket Polymarket is a high-volume markets platform built around clear information, real-time decision-making, and a great customer experience. Our ambition is to be a trusted destination where customers can engage confidently—supported by best-in-class operational rigor, clear communication, and strong compliance practices.

About the Role We're looking for a Discord Community Support Specialist with financial services and Discord community management experience to own the customer experience in our Discord community server. You'll be the primary voice supporting our community—resolving issues in real-time, answering questions about Polymarket's platform, triaging user concerns, and building scalable support workflows that improve both community health and operational efficiency.

This role goes beyond answering messages. You'll help design Discord support operations: improving response protocols and escalation paths, partnering cross-functionally (Payments, Risk, Compliance, Product/Engineering), and ensuring community communications are clear, accurate, consistent, and regulator-ready. In downtime, you'll support customer tickets through Intercom.

What You'll Do

Discord Community Management (Primary)

• 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

Customer Support (Secondary - During Downtime)

• 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

Process & Operations

• 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

What We're Looking For (Must-Haves)

• 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

Nice-to-Haves

• 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