Customer Success Associate

About the role

We're looking for a Customer Success Associate to join our growing team. In this role, you'll be the voice of Onyx and play a central role in shaping the user experience—owning support interactions while helping build and scale our customer support function from the ground up. This is a high-ownership, hands-on role where you’ll not only work directly with users, but also take responsibility for improving processes, guiding support operations, and helping set the standard for how we engage with our community.

Responsibilities

• Serve as the primary point of contact for users, delivering fast, thoughtful, and high-quality support across email, chat, and social channels
• Take ownership of the day-to-day support experience, ensuring responsiveness, quality, and consistency
• Coordinate and guide support coverage, including prioritization and scheduling as volume grows
• Onboard new users and guide them through platform features and best practices
• Troubleshoot issues and escalate technical problems when necessary
• Gather user feedback and translate insights into actionable recommendations for product and operations teams
• Create and maintain help documentation, FAQs, and internal support resources
• Identify trends in user pain points and proactively implement improvements
• Contribute to building the systems, workflows, and standards that will scale with the company

Requirements

Because our platform is most active during live sporting events, this role requires significant weekend availability and flexibility to work during peak sports hours (evenings, nights, and major game windows).

Qualifications

• A sports enthusiast who follows games, understands storylines, and thrives on the energy of live sports
• Ownership-driven—you take initiative, follow through, and naturally step into leadership when needed
• An excellent communicator who can clearly explain solutions and connect with users in an empathetic, human way
• Organized and reliable, with strong attention to detail
• Calm under pressure and able to manage high volumes during peak game times
• Willing and able to work weekend-heavy schedules and non-traditional hours aligned with live sports

Skills

• Previous experience in customer support, customer success, or community management
• Experience helping build or improve support operations in a startup or high-growth environment
• Familiarity with sports betting, fantasy sports, or prediction platforms
• Experience with support tools such as Zendesk, Intercom, or similar platforms

Benefits

Location: SoHo, New York City — in-person or hybrid arrangements available

Schedule

Schedule: Weekend-heavy; hours aligned with major sporting events (including evenings and peak game times)

Pay

Compensation: $70k – $110k

How to Apply

If you're passionate about sports and excited to take ownership of the user experience while helping build something special, we'd love to hear from you. Send us your resume and a brief note on why you'd be a great fit for Onyx Odds.

Onyx Odds is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.