Customer Support Manager

Onyx Odds; New York (NY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive base salary

Performance-based bonus

Meaningful equity

Medical, dental, and vision benefits

Job summary

Onyx Odds in New York City is seeking a Customer Support Manager to lead the team responsible for all user-facing support. You’ll own day-to-day operations, team performance, and the resolution of complex cases in a real-money, time-sensitive environment.

This hands-on leadership role focuses on hiring, training, building processes, automation, and AI-powered tools to scale the function while ensuring fast, accurate, and fair support for users.

Qualifications

• Experience leading a customer support team in a fast-paced, regulated or high-stakes environment.
• Track record of building scalable support processes and metrics-driven improvements.
• Hands-on leadership with ability to coach, mentor, and develop agents.

Responsibilities

• Lead the support team, manage inbound inquiries across channels, and maintain high standards for accuracy and responsiveness.
• Own support operations including escalation workflows, performance metrics (CSAT, SLA, resolution time).
• Build and iterate on automation, AI-powered tools, and self-service flows to scale the function.

Job description

Onyx is looking for a Customer Support Manager to lead the team responsible for all user-facing support. You’ll own day-to-day support operations, team performance, and the resolution of complex or sensitive cases - ensuring users receive fast, accurate, and fair support in a real-money, time-sensitive environment.

This is a hands‑on leadership role. You’ll manage and develop the support team while building the processes, automation, and AI‑powered tools needed to scale the function.

What You’ll Do

Lead the Support Team

• Manage a team of Customer Support Agents handling inbound inquiries across multiple channels
• Train, coach, and develop agents to maintain high standards for accuracy, responsiveness, and customer satisfaction
• Establish clear workflows, quality standards, escalation procedures, and performance expectations
• Monitor KPIs and SLAs, including response time, resolution time, CSAT, ticket volume, quality, and deflection
• Manage and maintain strong performance across distributed or offshore team members

Own Support Operations

Oversee the accurate and timely resolution of inquiries involving:

• Identity verification, account access, and compliance‑related restrictions
• Withdrawals, payouts, redemptions, and payment‑related issues
• Market grading, settlement outcomes, and disputed resolutions
• General account, product, promotion, and platform questions
• Technical issues affecting the user experience

Manage Escalations

• Serve as the primary escalation point for complex or high‑priority tickets
• Personally manage sensitive cases, including significant disputes, legal threats, regulatory concerns, and reputational risks
• Determine when to involve Legal, Compliance, Trust & Safety, Product, Engineering, or leadership
• Ensure escalated cases are thoroughly documented and resolved consistently, fairly, and in accordance with company policies

Build Automation and AI‑Powered Support

• Design and implement customer‑facing automation, including chatbots, self‑service flows, and AI‑assisted resolutions
• Identify which inquiries can be automated and which require human judgment
• Evaluate and implement AI tools for ticket routing, triage, agent assistance, quality assurance, and knowledge management
• Build automated reporting for team performance, ticket trends, recurring issues, and customer satisfaction
• Continuously improve automated coverage while maintaining accuracy and a strong user experience

Improve Processes and the Product

• Develop and maintain support playbooks, macros, escalation paths, and internal documentation
• Continuously improve support workflows, tools, and processes as Onyx scales
• Identify recurring user issues and partner with Product and Engineering to address root causes
• Translate customer feedback into actionable insights for teams across the company
• Support the launch of new products, markets, and features by ensuring the team is properly trained and prepared

What We’re Looking For

• Experience managing a customer support team, ideally within sports betting, prediction markets, gaming, fintech, trading, or another regulated consumer platform
• Experience supporting products involving real money, payments, withdrawals, identity verification, or time‑sensitive transactions
• Strong judgment when handling sensitive escalations, legal threats, disputes, and high‑risk customer situations
• Hands‑on experience building customer‑facing automation, chatbots, self‑service flows, or AI‑assisted support tools
• Experience using AI and automation to improve ticket routing, agent workflows, reporting, or quality assurance
• Strong understanding of support metrics, including CSAT, SLA attainment, resolution time, quality, and ticket deflection
• Comfortable managing distributed or offshore support teams
• Highly organized, data‑driven, and able to operate effectively in a fast‑moving startup environment
• Strong written communication skills and close attention to detail
• Willingness to remain hands‑on and step into customer cases when needed

Why Onyx

Onyx is building a consumer trading platform across prediction markets, sports, crypto, and real‑world events. You’ll have the opportunity to build and scale the customer support function during a critical stage of growth, with meaningful ownership over the team, technology, and user experience.

Onyx offers a competitive base salary, performance‑based bonus, meaningful equity, and fully covered medical, dental, and vision benefits. This role is based in New York City with a hybrid schedule. Candidates must be authorized to work in the U.S., as we are unable to provide visa sponsorship at this time.