Customer Experience Team Lead; Nights​/Weekends

Location

HQ

Full time

Remote

Operations

• $70K – $90K

Thursday through Monday 6pm-2am

$70k – $90k
• meaningful equity

Novig is America s #1 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 sports book 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.

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 sports books. We put users first.

• 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.

“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.

• 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.

• $70k – $90k base, benchmarked at top-tier tech companies

• Meaningful equity for every employee, regardless of role

• Ownership is not symbolic here-it’s the point

• 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

Union Square, NYC (Hybrid)

Compensation Range: $70K - $90K