Customer Experience Team Lead (Nights/Weekends)

Novig•New York City, NY

2d•$70,000 - $90,000•Hybrid

About The Position

About Novig Novig is building America's #1 Sports Trading App. Founded by Jacob Fortinsky and Kelechi Ukah, we are the only platform to offer commission-free exchange on sports. We deliver better pricing, full transparency and a more efficient market structure for users by eliminating the traditional sportsbook model. Backed by the best - Novig has raised tens of millions of dollars from some of Silicon Valley’s top investors including Forerunner, YC, NFX, Paul Graham, and Joe Montana. Who we are We’re here to fix a rigged system where the house sets the rules and always wins. Novig is the future of sports markets. It’s a sports trading app built to be a fair and transparent alternative to traditional sportsbooks. We put users first. Who you are and why this role will excite you Thrive in live, high-stakes environments: When the games are on and volume spikes, you stay calm, decisive, and energized by the pace. Own the toughest problems: You handle complex and escalated user inquiries that require advanced technical knowledge, discretion, or creative problem-solving. Set the standard for speed and quality: Using Intercom, you resolve high-impact issues quickly while modeling best-in-class responses for the team. Lead across channels: You actively support users on Discord, email, and social media, while guiding agents through high-volume periods. Deeply technical: You master internal admin tools to verify accounts, investigate transactions, identify bugs, and resolve platform anomalies—and train others to do the same. Improve how support operates: You identify recurring request patterns and partner cross-functionally to create or refine macros, SOPs, and internal documentation. Trusted escalation bridge: You surface critical issues to Customer Support leadership and advocate for user-driven product improvements. Coach in real time: You provide live feedback during shifts and contribute to onboarding and development of new support agents. Love “game nights”: Your shifts include team check-ins, monitoring Discord during live NFL/NBA slates, owning complex escalations, QA spot-checks, risk triage, and tracking pain points and trends for leadership reporting. Sports expert: You understand betting lines, spreads, exchange mechanics, and the drivers behind market movement. Tech-savvy leader: You can move seamlessly between admin systems, technical SOPs, and community channels. Night owl: You’re energized by prime-time sports and thrive on a Thursday–Monday schedule. Coach and communicator: You de-escalate frustrated users, explain complex mechanics to newcomers, and deliver clear, confident coaching while maintaining Novig’s brand voice. Strong judgment-based problem solver: You think beyond scripts and SOPs when situations don’t fit neatly into a playbook.

Requirements

Thrive in live, high-stakes environments
Sports expert: You understand betting lines, spreads, exchange mechanics, and the drivers behind market movement.
Tech-savvy leader: You can move seamlessly between admin systems, technical SOPs, and community channels.
Night owl: You’re energized by prime-time sports and thrive on a Thursday–Monday schedule.
Coach and communicator: You de-escalate frustrated users, explain complex mechanics to newcomers, and deliver clear, confident coaching while maintaining Novig’s brand voice.
Strong judgment-based problem solver: You think beyond scripts and SOPs when situations don’t fit neatly into a playbook.

Responsibilities

Handle complex and escalated user inquiries that require advanced technical knowledge, discretion, or creative problem-solving.
Using Intercom, resolve high-impact issues quickly while modeling best-in-class responses for the team.
Actively support users on Discord, email, and social media, while guiding agents through high-volume periods.
Master internal admin tools to verify accounts, investigate transactions, identify bugs, and resolve platform anomalies—and train others to do the same.
Identify recurring request patterns and partner cross-functionally to create or refine macros, SOPs, and internal documentation.
Surface critical issues to Customer Support leadership and advocate for user-driven product improvements.
Provide live feedback during shifts and contribute to onboarding and development of new support agents.
Your shifts include team check-ins, monitoring Discord during live NFL/NBA slates, owning complex escalations, QA spot-checks, risk triage, and tracking pain points and trends for leadership reporting.