Real Time Analyst

Polymarket
United States
Remote

Who this role is best for

Geared toward experienced support professionals comfortable with real-time queue monitoring and multi-vendor coordination.

Best fit for

  • Experienced real-time analysts with a background in high-volume, event-driven support environments
    — “volume can spike without warning, driven by breaking news, major events, or a market that suddenly goes viral”
  • Candidates who can act independently and communicate staffing risks clearly without needing direction
    — “someone who has done this before, who does not need to be told when to act, and who can communicate a staffing risk clearly and quickly”
  • Individuals with strong spreadsheet and WFM platform skills for real-time decision-making
    — “Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool”

Things to consider

  • Must be available for unscheduled support during major events, potentially outside standard hours
    — “Availability to support coverage around major events, which at Polymarket can happen on short notice and outside standard business hours”

How to stand out

  • Highlight experience with multi-vendor queue management and real-time decision-making in your resume and interview responses
    — “keeping both aligned to actual demand, in real time, across multiple channels”
  • Demonstrate your ability to identify and escalate SLA risks quickly using specific examples from past roles
    — “Identify SLA risk early and alert CX Operations and partner teams before customers feel it”
  • Showcase your capacity to produce actionable intraday and end-of-day reports with clear insights
    — “Produce intraday and end-of-day reports that explain what happened, why it happened, and what it means for tomorrow”
  • Emphasize your ability to work independently and make fast staffing decisions under pressure
    — “demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be told what to do”
  • Include any SQL or BI tool experience to demonstrate self-sufficiency in data analysis
    — “SQL or BI tool experience that lets you pull and analyze data without depending on an analyst”
Pace · Fast PacedCollaboration · HighAutonomy · HighDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • reduced customer churn
  • improved service level agreements
Typical background
customer support experienceworkforce management background

Skills & requirements

Required

Real-time AnalysisWorkforce ManagementMulti-channel SupportIncident Response

Preferred

Data AnalysisProject Management

About the role

Original posting from Polymarket via Ashby

## 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 a market moves, our queues move with it. The Customer Experience team at Polymarket operates in an environment where volume can spike without warning, driven by breaking news, major events, or a market that suddenly goes viral. Real-time management here is not a background function. It is the difference between customers getting help and customers churning.

You will sit inside the CX Operations team, reporting to the Capacity Planning Lead, and you will be the person watching the queues when everyone else is watching the markets. We work with in-house agents and BPO partners, and keeping both aligned to actual demand, in real time, across multiple channels, is the core of this job. The forecast tells you what to expect. You handle what actually happens.

This hire matters because we are growing fast and our support complexity is growing with it. We need someone who has done this before, who does not need to be told when to act, and who can communicate a staffing risk clearly and quickly to the people who need to know. If you are the kind of person who stays calm when the dashboard turns red and moves fast with a spreadsheet, this role was built for you.

## What You'll Do

  • Monitor queue volumes, service levels, and backlog across all channels and BPO partners throughout the day, minute by minute.
  • Reallocate agents between queues in real time when intraday demand shifts, coordinating directly with vendor real-time teams to keep their staffing aligned with ours.
  • Identify SLA risk early and alert CX Operations and partner teams before customers feel it, escalating suspected bugs or outages to Incident Response when volume patterns suggest a product issue.
  • Track schedule adherence across in-house and partner agents and flag patterns that are creating coverage gaps.
  • Produce intraday and end-of-day reports that explain what happened, why it happened, and what it means for tomorrow.
  • Feed daily observations back into the forecast and scheduling process so the plan improves continuously based on what you actually saw.

## What We're Looking For

  • 5 or more years in real-time analysis or Workforce Management in a contact center or support environment.
  • Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously, not just a single queue or a single partner.
  • Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool.
  • Demonstrated ability to make fast, sound staffing decisions under pressure without waiting to be told what to do.
  • Clear, direct written communication, the kind that gets the right information to the right person in a Slack message without requiring follow-up questions.
  • Availability to support coverage around major events, which at Polymarket can happen on short notice and outside standard business hours.
  • (Plus) SQL or BI tool experience that lets you pull and analyze data without depending on an analyst.
  • (Plus) Background in fintech, crypto, trading, or another consumer product where volume is event-driven and unpredictable.

## 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.

Source: Polymarket careers (Ashby)

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