Customer Experience at Onyx Odds in New York, NY

The Role.

We’re hiring a Customer Experience Associate to help deliver the fast, clear, and reliable experience Onyx customers expect.

You’ll be on the front line of the product, helping customers navigate account access, verification, deposits, withdrawals, trading, promotions, and market settlement. You’ll investigate issues, communicate clearly, and own each case through resolution.

This is more than answering tickets. You’ll work closely with product, engineering, trading, operations, compliance, and growth to identify recurring problems, improve internal processes, and make the product better. You’ll be one of the clearest sources of truth on what customers are experiencing and where Onyx can improve.

• 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 escalate 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.

• 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 escalate.
• 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 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, some evening, weekend, or holiday coverage may be required.
• 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 $100,000 - $150,000 depending on experience, impact, and scope, plus target bonus and equity.

Benefits include:

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