• 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 • 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 • 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