Customer Support Manager

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.

• 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

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

• 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

• 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

• 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

• 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…