data analyst for customer support

Polymarket is a peer-to-peer prediction market platform where people trade on the outcomes of real-world events across politics, economics, sports, culture, and current affairs. It aggregates market participants’ opinions into transparent probabilities about the future.

• Define and own the CX metrics layer, including 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 teams that can address them
• Lead and develop the Analytics Engineering team, set priorities, review work, and align its output with CX team needs
• Partner with the central data team to build the pipelines and shared infrastructure CX depends on, and unblock stalled work
• Deliver weekly metrics summaries and insight packages to CX leadership with clear recommendations
• Build a measurement framework for AI agents and automation across CX to assess performance and guide investment
• Apply forecasting and modeling to operational problems such as staffing, contact driver classification, and AI deflection rates

• 6+ Years in analytics or data science, including at least 2 years leading an analytics team
• Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool such as Looker, Tableau, Mode, or Hex
• Experience building an analytics function or data model from scratch
• Experience with customer support data and systems, and understanding of key CX metrics
• Strong data storytelling skills for executive audiences, with the ability to turn complex analysis into clear recommendations
• Comfortable working directly with engineering and data platform teams to deliver pipeline and infrastructure work
• Будет плюсом: NLP or LLM-based approaches to ticket classification or contact driver analysis, background in fintech, crypto, or trading platforms

• Competitive salary of $250,000 to $275,000, plus equity and benefits
• Unlimited PTO
• Full health, vision, and dental coverage
• 401K match
• Hardware setup: new MacBook Pro, big display, and accessories