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About the Role

We are seeking a Support Automation Associate to enhance and scale customer-focused operations. This role involves collaborating with Customer Success, Product, and Engineering teams to build and maintain tools, workflows, and processes that support our users, aiming to create an exceptional assistance experience in a dynamic, regulated consumer environment.

Responsibilities

• Build, maintain, and iterate chatbot support and additional automation tools
• Develop a roadmap for future support automation tied to user growth, product launches, and compliance requirements
• Develop, monitor, and refine KPIs to improve chatbot and automation performance
• Work across departments (Engineering, Product, Regulatory/Compliance, etc.) to align support functions with business, technical, and regulatory requirements

Requirements

• 2–4+ years of experience managing chatbot platforms, AI support tooling, or digital customer success experience
• Hands-on experience with Intercom or a comparable customer engagement platform
• Working knowledge of NLP, ML, and AI-driven support technologies
• Ability to operate independently, communicate cross functionally, and move fast in a startup environment
• Experience in a regulated consumer space (fintech, sports gaming, crypto)
• Prior startup experience (Series A–C environment)

Skills

• Chatbot platforms
• AI support tooling
• Digital customer success
• Intercom
• NLP
• ML
• AI-driven support technologies

Location

• NoHo, Manhattan

Work Type

• Full-time

Experience Level

• 2-4+ years

Salary/Compensations

• 90k-170k

Benefits

• Strong benefits package
• Competitive equity package

About the Company

• Onyx Odds is a fast-growing prediction platform transforming how people interact with sports, crypto, and real-world events.
• Founded by a Harvard graduate with experience at Jane Street and backed by a team with backgrounds in sports gaming, technology, finance, consulting, and consumer products, Onyx is building the future by making markets more accessible, intuitive, and engaging.
• Based in the NoHo area of Manhattan, Onyx has seen significant growth in user activity and community engagement, driving continued expansion across its product, engineering, operations, and go-to-market teams.