Customer Experience

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, SIG, HRT, 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 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.

What You’ll Own:

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 identify 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.

You’ll Do Well Here If You:

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 elevate.

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 sports book, 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…