CRM ASSOCIATE

Onyxodds; New York (NY); Presencial; USD 65.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully covered medical, dental, and vis

Meaningful equity ownership

Descripción de la vacante

Onyx is building a CRM-driven consumer platform and is seeking a CRM Associate to shape how we communicate with customers through email, push, SMS, and in-app messaging. You will collaborate with growth, product, data, design, compliance, and customer experience teams to build segments, launch campaigns, measure performance, and continually improve engagement.

You’ll own customer support across channels, resolve complex questions about accounts, payments, and trading, and help automate workflows

Formación

• Experience in customer support or CX roles.
• Ability to manage multiple conversations with high quality.
• Interest in fintech, trading, or crypto is a plus.

Responsabilidades

• Support customers across email, chat, and other service channels.
• Resolve questions involving account access, identity verification, payments, trading, promotions, positions, and settlement.
• Investigate issues using internal tools, account data, transaction history, and platform activity.
• Own each case from initial contact through final resolution.
• Communicate complex product and market information clearly and thoughtfully.
• Partner with trading, operations, product, engineering, and compliance to resolve customer issues.
• Identify recurring customer pain points and share insights across the business.
• Improve response templates, internal documentation, help-center content, and escalation procedures.
• Help automate repetitive workflows while maintaining a high‑quality customer experience.
• Support customers during major events and periods of high market activity.

Conocimientos

Customer support

Account management

Operations

Trust and safety

Fintech / trading interest

Herramientas

Intercom

Zendesk

Kustomer

Salesforce

Descripción del empleo

Onyx is building the market for people who enjoy being right. Our consumer platform lets people take positions on what happens next across sports, prediction markets, crypto, financial markets, politics, culture, and real-world events.

More than one million users have already found Onyx, driving over $2 billion in monthly notional volume across our social sports platform. Now, we’re bringing that same energy into regulated financial markets through Onyx Predictions, a CFTC-registered introducing broker and NFA member.

In June 2026, we raised a $20 million Series A led by Payward, the parent company of Kraken, valuing Onyx at $220 million less than one year after emerging from beta. Our team comes from Jane Street, DraftKings, Robinhood, xAI, SIG, HRT, and Harvard.

We’re building Onyx in New York with a small team, serious momentum, and no interest in moving slowly. The product is live. The market is growing. The category is still ours to define.

The Role.

We’re hiring a CRM Associate to shape how Onyx communicates with customers throughout their entire journey.

You’ll build campaigns across push notifications, email, SMS, in‑app messaging, and promotions - delivering relevant messages when markets, news, and customer behavior create the right moment.

This is a hands‑on role for someone who combines strong judgment and attention to detail with creativity, analytical thinking, and an instinct for what gets people to act. You’ll work closely with growth, product, data, design, compliance, and customer experience to build customer segments, launch campaigns, measure performance, and continually improve how Onyx engages its users.

What You’ll Own:

Support customers across email, chat, and other service channels.

Resolve questions involving account access, identity verification, payments, trading, promotions, positions, and settlement.

Investigate issues using internal tools, account data, transaction history, and platform activity.

Own each case from initial contact through final resolution.

Communicate complex product and market information clearly and thoughtfully.

Identify urgent, sensitive, or unusual issues and identify them appropriately.

Partner with trading, operations, product, engineering, and compliance to resolve customer issues.

Identify recurring customer pain points and share insights across the business.

Improve response templates, internal documentation, help‑center content, and escalation procedures.

Help automate repetitive workflows while maintaining a high‑quality customer experience.

Support customers during major events and periods of high market activity.

You’ll Do Well Here If You:

Write clearly, concisely, and with good judgment.

Make customers feel heard while moving efficiently toward a resolution.

Stay calm and organized when issues are urgent or emotionally charged.

Have excellent attention to detail and a high standard for accuracy.

Are comfortable investigating problems across multiple systems.

Know when to resolve an issue independently and when to elevate.

Can manage a high volume of conversations without sacrificing quality.

Learn new products, systems, and market concepts quickly.

Take ownership beyond sending a response or closing a ticket.

Have a genuine interest in sports, prediction markets, trading, fintech, or crypto.

Even Better If You Have:

Experience in customer support, customer experience, operations, trust and safety, or account management.

Worked at a sportsbook, gaming, fintech, trading, crypto, or high‑growth consumer company.

Supported customers with payments, identity verification, financial transactions, or account security.

Experience with Intercom, Zendesk, Kustomer, Salesforce, or similar platforms.

Worked in a regulated environment or handled sensitive customer information.

Created support documentation, workflows, or escalation playbooks.

Supported customers during live events or other time‑sensitive situations.

Location:

• This role is based in our NoHo, Manhattan office, with core in‑office days Tuesday through Thursday.
• Candidates must be authorized to work in the United States. Onyx is unable to provide employment sponsorship for this position.

Compensation and Benefits:

• The anticipated base salary range for this position is$65,000–$100,000, depending on experience, impact, and scope, plus target bonus and equity.

Benefits include:

• Fully covered medical, dental, and vision insurance.
• Meaningful equity ownership.

Why Onyx?

Onyx is for people with conviction.

We hire talented people, give them meaningful ownership, and expect them to use it. Our teams stay small, the work stays visible, and the distance between an idea and production stays short.

Onyx moves quickly because our markets move quickly. Titles matter less than judgment, initiative, and the quality of what you ship. Good ideas can come from anywhere, but the person willing to make the call is expected to follow it through.

We value people who are ambitious without ego, intellectually honest, comfortable with uncertainty, and energized by hard problems. We debate openly, decide quickly, and take responsibility for the result.

Come build what’s next with us.