Careers

We're building the team that builds the system.

OYNYX is a client experience company — specialists, AI, tools, and processes that compound for every client we serve. We're early, we're growing, and every person who joins shapes how the system works.

You won't manage a queue. You'll own a relationship.

This isn't a call center. There's no script binder and no average-handle-time clock.

Every specialist at OYNYX is assigned to a pod — a small team that owns its clients' customer experience. You learn their business through the Client Playbook. You answer as their team, not as ours. You follow through until the customer confirms it's done. And every month, the data from your work feeds the Insights report that makes the system smarter.

The work compounds. The Playbook you help refine in month one makes month three sharper. The patterns you flag become the AI improvements. The relationships you build with the client's customers become the retention numbers their leadership reads. You're not handling transactions — you're building an intelligence layer that gets better because of what you do every day.

Open roles

Five seats on the roster. Three of them are open today.

Each seat says what it is for, what it asks of you, and — if it is not open yet — exactly what has to happen before it is.

CX / Client Intake Specialist

The human voice of the service. You own the conversations that need judgment, handle escalations, run proactive outreach, and keep every client’s customers feeling cared for.

Open nowRemoteFull-time, shift-rostered
What you’ll do
  • Handle complex and sensitive contacts across all channels — phone, email, chat, SMS — in the client’s voice from the Playbook
  • Qualify, triage, schedule, and follow up to resolution
  • Run proactive check-ins, at-risk outreach, and retention calls
  • Quality-check and finish AI-drafted responses; write accurate workspace notes
  • Escalate with full context when it needs the client’s team
  • Premium named seats: primary specialist on one account during business hours
What this requires
  • Genuine empathy for people in stressful moments — a customer calling about a missed appointment, a complaint, an urgent need
  • Discipline to follow the Playbook precisely
  • Judgment to know when to escalate and when to resolve
  • Comfort across multiple communication channels simultaneously
  • Fluency in English required; Spanish a strong advantage
  • Prior customer service experience valued but not required — we train on the Playbook model
Remote (blended onshore + nearshore) · shift-rostered across day, evening/weekend and night windows · every specialist is trained to the Premium standard before handling live contacts.

Operations & Client Success Lead

The operational spine. You turn signed clients into running accounts, keep quality high, deliver the Insights, and are the face of the client relationship.

Open nowRemote, onshore preferredFull-time
What you’ll do
  • Client onboarding — SOP/workflow discovery, Playbook construction, AI configuration oversight, pod training, go-live
  • Day-to-day delivery quality; QA until a Team Lead exists
  • Resolve escalations the specialists cannot close
  • Compile and deliver the monthly ClientConnect™ Insights report
  • Run the Premium leadership review call
  • Client check-ins, renewals, and expansion conversations
What this requires
  • Operational thinking — you see a contact pattern and understand what it means for the client’s business
  • Clear, direct writing — the Insights recommendation is your work
  • Ability to run a leadership meeting that leaves the room with one specific thing to change
  • Prior experience in operations, client management, or account management
  • Comfort building processes from scratch — this role shapes how OYNYX operates
This is the first key hire. You will work directly with the founder.

AI Operations Specialist

You build and tune the AI layer — voice agents, chat, workflows and integrations — so it answers instantly and hands off cleanly.

Open nowRemoteContract / fractional
What you’ll do
  • Configure AI voice and chat agents per Client Playbook — greeting, qualification, triage, handoff logic
  • Prompt design, guardrails, and escalation rules
  • Integrations between phone, CRM, scheduling and helpdesk systems
  • Monitor AI accuracy and continuously tune it on real contact data
  • Improve AI resolution rate month over month — the compounding metric
What this requires
  • Experience building and tuning conversational AI agents (voice and/or chat)
  • Comfort with prompt engineering, workflow automation and API integrations
  • Understanding that every AI decision affects a real customer’s experience
  • Ability to translate Playbook rules into AI behaviour reliably
Starts as contract / fractional and transitions to full-time as the client base grows.

Team Lead / QA

You protect quality as the pod grows — coach specialists, audit conversations, run the shift roster, and keep every account on-brand.

Opens at 6 specialistsRemoteFull-time
What you’ll do
  • Conversation QA and scoring across all channels
  • Specialist coaching, feedback, and onboarding of new team members
  • Manage shift coverage across day, evening and night windows
  • First-line escalation before the Ops Lead
  • Identify training gaps and Playbook improvements from QA patterns
What this requires
  • Experience leading a customer service or operations team
  • Eye for quality — you hear tone, catch errors, and coach without demoralising
  • Schedule management across multiple time zones
  • Prior QA, coaching or training experience valued
Not open yet. This seat is created when the specialist team reaches six — projected within the first quarter. Apply now and we will hold your application against it.

Insights / Reporting Analyst

You own the numbers — building, delivering and interpreting the monthly ClientConnect™ Insights report that makes the system compound.

Opens laterRemoteFull-time
What you’ll do
  • Compile the monthly 15-item ClientConnect™ Insights report per client
  • Analyse contact patterns, conversion trends, at-risk signals and vendor performance
  • Write the recommendation — the one concrete change for next month
  • Prepare materials for the Premium leadership review call
  • Track month-over-month trends and flag anomalies
What this requires
  • Analytical thinking — you see numbers and understand what they mean for a business
  • Clear writing — the recommendation must be specific, actionable and backed by data
  • Experience with reporting, analytics or business intelligence
  • Comfort working with operational data (contacts, resolution times, churn, vendor metrics)
Not open yet. This seat is created as the Ops Lead’s report load grows — projected within the first six months.
Two of these five seats are not open yet, and the trigger for each is written on it rather than left vague. We would rather tell you when a role opens than collect an application against one that does not exist.

Every person is trained before they touch a live account.

The Playbook model is the standard.

Specialists go through a structured program before they handle their first real contact. The training covers the client's industry, their specific Playbook, the workspace, the escalation paths, and the voice discipline. You're tested against sample contacts. You don't go live until you pass.

This isn't onboarding paperwork. It's the reason clients trust us with their customers. The Playbook holds the knowledge — not any single person's memory. When a new specialist joins a pod, the Playbook means they can operate at the same standard from day one. When a specialist leaves, the knowledge stays.

The same discipline applies to Operations Leads (Playbook construction, Insights compilation, leadership call preparation) and AI Operations (architecture standards, prompt design, integration protocols). Every role has a defined standard. Every standard is documented. Every person is measured against it.

What's true about working here.

Five things.

The system matters more than the individual.

The Playbook, the workspace, the Insights — these are what make OYNYX work. No single person is irreplaceable because the system holds the knowledge. That's not dismissive — it's what protects you. You can take a vacation without your clients suffering. You can grow into a new role without your pod collapsing.

Ownership means resolution, not activity.

We don't measure how many calls you took. We measure whether the customer's issue was resolved. Whether the follow-up happened. Whether the at-risk account was caught. Output, not input.

Honesty over comfort.

If the data shows a problem, we say so — to the client, to each other, to leadership. The Insights report doesn't hide bad months. The Playbook change log shows what we got wrong. The quality enforcement ladder exists because we'd rather flag a problem than pretend it isn't there.

Remote, structured, accountable.

OYNYX operates remotely. That means the structure has to be better, not looser. Coverage windows are precise. Handoffs are documented. The workspace tracks everything. You have autonomy in how you work — and full accountability for what you deliver.

Early means you shape it.

The processes, the tools, the culture — these are being built now. Every person who joins at this stage has an outsized impact on how the system works. Your feedback on the Playbook model, the workspace design, the Insights structure — it matters because the system is still being formed.

Apply to OYNYX

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Application received.

Thank you for your interest in OYNYX. We'll review your application and respond within 5 business days. If there's a fit, the next step is a 20-minute conversation about the role and how you work.

Don't see your role?

We're always interested in hearing from people who think like operators. Select "Other / General Interest" in the form above, tell us what you'd bring and what caught your attention. We're small enough that the right person creates the role.

Or email directly: careers@oynyx.com

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