[Hiring] Customer Support Agent @Novig

Role Description

This role involves providing customer support during high-stakes live sports events.

• Thrive in live, high-stakes environments, staying calm and focused during volume spikes.
• Take ownership of every interaction, handling user inquiries with care and urgency.
• Respond quickly to chats and emails using Intercom while maintaining clear and accurate communication.
• Support users via chat and email.
• Learn internal admin tools to verify accounts, investigate transactions, and troubleshoot platform issues.
• Flag recurring issues and share feedback to refine macros, FAQs, and internal documentation.
• Monitor chat volume during live sports events and resolve time-sensitive issues.
• Understand betting lines, spreads, exchange mechanics, and market movement basics.
• Navigating multiple tools and systems simultaneously without losing track of details.
• Work a Thursday–Monday schedule, energized by prime-time sports.
• De-escalate frustrated users and explain complex mechanics with confidence and empathy.
• Make smart decisions under pressure, knowing when to act and when to escalate.

Qualifications

• Strong communication skills.
• Ability to work in a fast-paced environment.
• Technical capability to learn and use internal tools.
• Knowledge of sports betting and market mechanics is a plus.

Requirements

• Availability to work nights and weekends.
• Ability to handle pressure and make quick decisions.
• Comfortable with remote work.

Benefits

• $25/hour, 40 hours/week.
• Meaningful equity for every employee, regardless of role.
• 100% health premiums covered.
• 99% dental & vision covered.
• 401(k) with 4% company match.
• HSA + $1,080 annual company contribution.