Customer Experience Team Lead (Nights/Weekends)
$70k - $90k USD
Customer Experience Team Lead (Nights/Weekends)
Thursday through Monday 6pm-2am
$70k – $90k • meaningful equity
About Novig
Novig is America's Sports Prediction Market. Founded by Jacob Fortinsky and Kelechi Ukah, we are the only platform to offer commission-free, peer-to-peer trading 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 peer-to-peer prediction market 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.
Why work here, in the words of the people who do
“I work with extremely stellar people, I own real systems, and decisions happen fast. No politics, no waiting for needless red tape. If something's broken, I fix it. If I build something good, it ships.”
“The people! So smart, thoughtful, fun to work with, passionate about their craft, etc”
“I'm having the most fun I've had in my entire career.”
If you want responsibility, trust, and the chance to help build the future of sports prediction markets - take your shot, we’d love to connect.
Not for Everyone
Our work is tied to live sports - that means nights, weekends, and pressure included.
If you need clear swim lanes, a heavy process, or someone to tell you what to do, this won’t be the right environment.
Compensation & Benefits
$70k – $90k base, benchmarked at top-tier tech companies
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
$27/day lunch stipend when working from our NYC office
$35/day dinner stipend when working from the NYC office after 6:30pm
Homebase
Union Square, NYC (Hybrid)