[Hiring] Customer Experience Specialist @Novig

Role Description

This is your shot to be the voice and backbone of Novig's user experience at the most electric moments in sports. You'll turn high-volume chaos into seamless support, fielding live chats and emails through Intercom, resolving time-sensitive issues when NFL and NBA slates are in full swing, and keeping the platform running smoothly when every second counts. This role is for someone who thrives under pressure, owns every interaction from first message to resolution, and knows when to act and when to escalate.

• Thrive in live, high-stakes environments: Stay calm, focused, and energized by the pace during game volume spikes.
• Take ownership of every interaction: Handle user inquiries with care and urgency, resolving issues thoroughly.
• Fast and high-quality: Respond to chats and emails quickly while maintaining clear, accurate, and on-brand communication.
• Comfortable across channels: Support users via chat and email.
• Technically capable: Learn internal admin tools to verify accounts, investigate transactions, and troubleshoot platform issues effectively.
• Curious and improvement-minded: Flag recurring issues and share feedback to help refine macros, FAQs, and internal documentation.
• Love "game nights": Monitor chat volume during NFL/NBA slates and resolve time-sensitive issues.
• Sports knowledgeable: Understand betting lines, spreads, exchange mechanics, and the basics of market movement.
• Night owl: Thrive on a Thursday–Monday schedule.
• Strong communicator: De-escalate frustrated users and represent Novig's brand voice with confidence and empathy.
• Good judgment under pressure: Make smart decisions about when to act and when to escalate.

Qualifications

• Strong communication skills.
• Ability to work under pressure.
• Knowledge of sports betting and market mechanics.
• Technical proficiency with internal tools.

Requirements

• Availability for night and weekend shifts.
• Experience in customer support or related fields.

Benefits

• $25/hr (40hr/week, overtime eligible).
• 100% health insurance premiums covered.
• Paid holidays.
• Paid sick and safe leave.
• 401(k) + Company Match.

Company Description

Novig is building America's #1 sports prediction market. Our mission is to financialize and democratize sports trading - taking a closed system run by casinos and turning it into a fair, efficient, two-sided market where the power sits with users.

We're backed by some of Silicon Valley's top investors — Pantera, Forerunner, Lux, NFX, Paul Graham, and Joe Montana — who have collectively invested over $100M behind this vision.