Customer Experience Specialist

Novig

2d•Remote

About The Position

Customer Experience Specialist $52K • meaningful equity About Novig 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. With CFTC approval on the horizon, we're poised to go live across all 50 states as the leading sports-focused, federally regulated market built on trust, transparency, and real user protection. 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. About the Role 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. You're the person who stays sharp across multiple tools simultaneously, speaks fluently to both frustrated power users and curious newcomers, and brings enough sports knowledge, from betting lines to exchange mechanics, to earn trust instantly. If prime-time game nights energize you and you want to grow inside a company redefining prediction markets, this is where you belong.

Requirements

Thrive in live, high-stakes environments: When the games are on and volume spikes, you stay calm, focused, and energized by the pace.
Take ownership of every interaction: You handle user inquiries with care and urgency, resolving issues thoroughly and knowing when to escalate.
Fast and high-quality: Using Intercom, you respond to chats and emails quickly while maintaining clear, accurate, and on-brand communication.
Comfortable across channels: You will support users via chat and email.
Technically capable: You learn internal admin tools to verify accounts, investigate transactions, and troubleshoot platform issues effectively.
Curious and improvement-minded: You flag recurring issues and share feedback that helps the team refine macros, FAQs, and internal documentation.
Love "game nights": Your shifts revolve around live sports — monitoring chat volume during NFL/NBA slates, resolving time-sensitive issues, and keeping the user experience smooth when it matters most.
Sports knowledgeable: You understand betting lines, spreads, exchange mechanics, and the basics of market movement — or you're eager to learn fast.
Tech-savvy: You're comfortable navigating multiple tools and systems simultaneously without losing track of details.
Night owl: You're energized by prime-time sports and thrive on a Thursday–Monday schedule.
Strong communicator: You de-escalate frustrated users, explain complex mechanics to newcomers, and represent Novig's brand voice with confidence and empathy.
Good judgment under pressure: You think critically when situations don't fit neatly into a playbook and make smart decisions about when to act and when to escalate.

Nice To Haves

Sports knowledgeable: You understand betting lines, spreads, exchange mechanics, and the basics of market movement — or you're eager to learn fast.

Responsibilities

Thrive in live, high-stakes environments: When the games are on and volume spikes, you stay calm, focused, and energized by the pace.
Take ownership of every interaction: You handle user inquiries with care and urgency, resolving issues thoroughly and knowing when to escalate.
Fast and high-quality: Using Intercom, you respond to chats and emails quickly while maintaining clear, accurate, and on-brand communication.
Comfortable across channels: You will support users via chat and email.
Technically capable: You learn internal admin tools to verify accounts, investigate transactions, and troubleshoot platform issues effectively.
Curious and improvement-minded: You flag recurring issues and share feedback that helps the team refine macros, FAQs, and internal documentation.
Love "game nights": Your shifts revolve around live sports — monitoring chat volume during NFL/NBA slates, resolving time-sensitive issues, and keeping the user experience smooth when it matters most.
Sports knowledgeable: You understand betting lines, spreads, exchange mechanics, and the basics of market movement — or you're eager to learn fast.
Tech-savvy: You're comfortable navigating multiple tools and systems simultaneously without losing track of details.
Night owl: You're energized by prime-time sports and thrive on a Thursday–Monday schedule.
Strong communicator: You de-escalate frustrated users, explain complex mechanics to newcomers, and represent Novig's brand voice with confidence and empathy.
Good judgment under pressure: You think critically when situations don't fit neatly into a playbook and make smart decisions about when to act and when to escalate.