Customer Support & Experience Lead

Onyx Odds; New York (NY); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Equity ownership

Job summary

Onyx Odds is seeking a Customer Support Manager who will lead the team responsible for helping customers when it matters most. You’ll own support for account access, verification, deposits, withdrawals, trading, promotions, and market settlement, while scaling coverage and handling escalations.

You’ll collaborate with product, engineering, trading, operations, compliance, and growth to turn feedback into product improvements.

Responsibilities

• Lead day-to-day customer support across email, chat, and other service channels.
• Set standards for response quality, accuracy, tone, resolution time, and customer satisfaction.
• Build staffing and coverage plans around live markets, major events, and periods of high activity.
• Manage complex, urgent, and high-impact customer escalations.
• Create quality-assurance processes and provide actionable coaching to the team.
• Define and track support metrics, including response time, resolution time, satisfaction, escalations, and backlog.
• Build workflows for account access, verification, payments, promotions, trading, and settlement.
• Partner with product, engineering, trading, operations, and compliance to resolve customer issues.
• Identify recurring pain points and turn them into product, policy, or process improvements.
• Own support documentation, training materials, templates, and playbooks.
• Improve support tools, automation, routing, reporting, and AI-assisted workflows.

Job description

Onyx Odds is seeking a Customer Support Manager who will lead the team responsible for helping customers when it matters most. You’ll own support for account access, verification, deposits, withdrawals, trading, promotions, and market settlement, while scaling coverage and handling escalations.

You’ll collaborate with product, engineering, trading, operations, compliance, and growth to turn feedback into product improvements.