{"id":2108167,"url":"https://alion.io/job/onyx-odds-customer-support-analyst","title":"Customer Support Analyst","company":{"id":3869497,"name":"Onyx Odds","domain":"onyxodds.com","url":"https://alion.io/company/onyxodds","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":158000,"period":"year","method":"role_country_seniority_unknown","sample_n":1627},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-09-21T02:27:55Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T03:35:47Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"About Onyx.\nOnyx 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.\nMore 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.\nIn 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.\nWe’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.\nThe Role.\nWe’re hiring a Customer Support Associate to build and lead the function responsible for helping Onyx customers when it matters most.\nYou’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.\nThis is a player-coach role. You should be comfortable setting strategy and stepping directly into a difficult customer issue or live incident. 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.\nWhat You’ll Own:\nLead day-to-day customer support across email, chat, and other service channels.\n\nSet standards for response quality, accuracy, tone, resolution time, and customer satisfaction.\n\nBuild staffing and coverage plans around live markets, major events, and periods of high activity.\n\nManage complex, urgent, and high-impact customer escalations.\n\nCreate quality-assurance processes and provide actionable coaching to the team.\n\nDefine and track support metrics, including response time, resolution time, satisfaction, escalations, and backlog.\n\nBuild workflows for account access, verification, payments, promotions, trading, and settlement.\n\nPartner with product, engineering, trading, operations, and compliance to resolve customer issues.\n\nIdentify recurring pain points and turn them into product, policy, or process improvements.\n\nOwn support documentation, training materials, templates, and playbooks.\n\nImprove support tools, automation, routing, reporting, and AI-assisted workflows.\n\nYou’ll Do Well Here If You:\nHave experience leading a customer support or customer experience team.\n\nHave managed support operations in a fast-moving, high-volume environment.\n\nKnow how to coach people, set expectations, and maintain a high bar for performance.\n\nCan build scalable processes without creating unnecessary complexity.\n\nStay calm and decisive during escalations and customer-impacting incidents.\n\nCommunicate clearly with customers, teammates, and leadership.\n\nUse data to improve performance, allocate resources, and strengthen the customer experience.\n\nBalance customer empathy with business policies and regulatory requirements.\n\nAre comfortable moving between strategy, team management, and hands-on execution.\n\nTake responsibility for outcomes, not just responses.\n\nEven Better If You Have:\nLed customer support at a sportsbook, gaming, fintech, trading, crypto, or high-growth consumer company.\n\nSupported products involving payments, financial transactions, identity verification, or account security.\n\nExperience with Intercom, Zendesk, Kustomer, Salesforce, or similar platforms.\n\nBuilt coverage plans for evenings, weekends, holidays, or live events.\n\nDeveloped quality-assurance, workforce-management, or escalation programs.\n\nImplemented support automation, AI tooling, chatbots, or self-service systems.\n\nWorked in a regulated environment or partnered closely with compliance.\n\nScaled a support function during rapid growth.\n\nLocation and Schedule:\nThis role is based in our NoHo, Manhattan office, with core in-office days Tuesday through Thursday.\nBecause 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.\nCandidates must be authorized to work in the United States. Onyx is unable to provide employment sponsorship for this position.\nCompensation and Benefits:\nThe anticipated base salary range for this position is$120,000 - $160,000depending on experience, impact, and scope, plus target bonus and equity.\nBenefits include:\nFully covered medical, dental, and vision insurance.\n\nMeaningful equity ownership.\n\nCommuter benefits.\n\nWhy Onyx?\nOnyx is for people with conviction.\nWe 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.\nOnyx 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.\nWe 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.\nCome build what’s next with us.","description_format":"text","description_chars":5696,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto"],"lifecycle":[{"event":"open","at":"2026-10-08T21:11:59Z"}],"visa":[],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.676,"p_room":0.55,"age_days":21,"expected_fill_days":20,"reasons":["conf:3","win:tail"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/onyx-odds-customer-support-analyst","json_url":"https://alion.io/job/onyx-odds-customer-support-analyst.json","meta":{"generated_at":"2026-10-12T07:14:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11724,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3869497},"rest":"https://alion.io/mcp/rest/get_company?id=3869497"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fonyx-odds-customer-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fonyx-odds-customer-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fonyx-odds-customer-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/onyx-odds-customer-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fonyx-odds-customer-support-analyst"}]}