Customer Support Manager Job New York New York USA,Customer Service/HelpDesk

Location: New York

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, Draft Kings, 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…