Customer Support Manager

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 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, Kraken, 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 Customer Support Manager to build and lead the function responsible for helping Onyx customers when it matters most.

You’ll own the quality, speed, and consistency of customer support across account access, verification, deposits, withdrawals, trading, promotions, and market settlement. You’ll manage coverage, handle critical escalations, and build the systems that allow support to scale alongside the business.

You’ll work closely with product, engineering, trading, operations, compliance, and growth to resolve problems, identify recurring friction, and turn customer feedback into a better product.

What You’ll Own:

• 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.

You’ll Do Well Here If You:

• Have managed support operations in a fast-moving, high-volume environment.
• Know how to coach people, set expectations, and maintain a high bar for performance.
• Can build scalable processes without creating unnecessary complexity.
• Stay calm and decisive during escalations and customer-impacting incidents.
• Communicate clearly with customers, teammates, and leadership.
• Use data to improve performance, allocate resources, and strengthen the customer experience.
• Balance customer empathy with business policies and regulatory requirements.
• Are comfortable moving between strategy, team management, and hands‑on execution.
• Take responsibility for outcomes, not just responses.

Even Better If You Have:

• Supported products involving payments, financial transactions, identity verification, or account security.
• Experience with Intercom, Zendesk, Kustomer, Salesforce, or similar platforms.
• Built coverage plans for evenings, weekends, holidays, or live events.
• Developed quality‑assurance, workforce‑management, or escalation programs.
• Implemented support automation, AI tooling, chatbots, or self‑service systems.
• Worked in a regulated environment or partnered closely with compliance.
• Scaled a support function during rapid growth.

Location and Schedule:

• This role is based in our NoHo, Manhattan office, with core in‑office days Tuesday through Thursday.
• Because Onyx operates around live markets and sporting events, this role will oversee coverage outside traditional business hours and may occasionally need to support major escalations during evenings, weekends, or holidays.
• 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 $120,000 - $160,000 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.