HiringCafe
Posted 3mo ago

Customer Success Associate

@ Onyx Odds
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New York City, New York, United States
HybridFull Time
Responsibilities:serve users, onboard users, troubleshoot issues
Requirements Summary:Assist customers, onboard users, provide support via email/chat, lead a growing support team, gather feedback, and improve resources.
Technical Tools Mentioned:Zendesk, Intercom
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Job Description

Customer Success Associate

Company: Onyx Odds
Location: New York City, NY (FiDi) — In-Person or Hybrid
Type: Full-Time

About Onyx Odds

Onyx Odds is a social sports prediction platform shaking up the world of sports. We've experienced tremendous growth in user activity and overwhelmingly positive feedback—and we're just getting started. Backed by millions in venture capital funding, Onyx was founded by a Harvard graduate with experience at Jane Street. Our offices are located in the heart of downtown Manhattan.

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 Odds—helping our users get the most out of the platform, answering questions, resolving issues, and turning everyday interactions into memorable experiences. You'll work closely with our product and operations teams to champion the user perspective and contribute to making Onyx the best it can be.

What You'll Do

  • Serve as the primary point of contact for users, providing friendly and timely support across email, chat, and social channels

  • You will help lead and oversee our growing customer support team.

  • Onboard new users and guide them through the platform's features

  • Troubleshoot issues and escalate technical problems when necessary

  • Gather user feedback and share insights with the product team to drive improvements

  • Build relationships with our community and help foster engagement

  • Contribute to help documentation, FAQs, and other support resources

  • Identify opportunities to improve the customer experience and take initiative to implement solutions

  • Identify customer pain points or issues and quickly relay them to the team

Who You Are

  • A sports enthusiast. You follow games, know the storylines, and genuinely love the energy of sports culture.

  • Enthusiastic and passionate. You bring positive energy to your work and care deeply about delivering a great experience.

  • Hard-working and reliable. You take ownership, follow through, and aren't afraid to roll up your sleeves.

  • An excellent communicator. You write clearly, listen actively, and can explain things in a way that makes sense.

  • Empathetic and patient. You understand that behind every support ticket is a real person.

  • Adaptable. You thrive in a fast-paced startup environment where priorities can shift quickly.

Nice to Have

  • Previous experience in customer support, customer success, or community management

  • Familiarity with sports betting, fantasy sports, or prediction platforms

  • Experience with support tools such as Zendesk, Intercom, or similar platforms

Details

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

  • Visa Sponsorship: We are unable to offer employment visa sponsorship for this position

How to Apply

If you're passionate about sports and excited to help 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.