Escalations And Complaints Lead
Core
Own end-to-end escalations and formal complaints handling, including intake, classification, resolution, root cause analysis, and regulatory reporting for a prediction market platform. (via careerplan.io/jobs/1f8a5f5c-06b7-4b1d-8fa3-8bb43f9dbbbd-escalations-and-complaints-lead-at-polymarket)
Role type
Lead, building a formal complaints and escalations program from scratch
Builds
A formal complaints program (intake, tracking, resolution workflows) meeting regulatory and audit standards
Domain
Fintech / Prediction Markets / Regulated Financial Services
Required skills
Escalations management, Complaints program design, Regulatory reporting, Root cause analysis, Cross-functional partnership, Documentation discipline, Case triage, Stakeholder management, Training design, Data analysis
Preferred skills
Experience with regulator-referred complaints (e.g., CFPB), Trust and Safety background, Community moderation experience
Technologies
N/A
Responsibilities
Define escalation triggers, timelines, and ownership; Build complaints intake and tracking workflows; Handle high-stakes regulatory and formal consumer cases; Partner with Trust and Safety and Community teams; Analyze trends and drive product/engineering fixes; Maintain audit-ready case records; Train agents and AI systems on escalation criteria
Seniority
Senior, hands-on IC with program-building mandate
