Customer Experience Specialist (Seasonal)
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.
Thriving in live, high-stakes environments
- Take ownership of every interaction
- Respond to chats and emails quickly while maintaining clear, accurate, and on-brand communication
- Support users via chat and email
- Learn internal admin tools to verify accounts, investigate transactions, and troubleshoot platform issues effectively
- Flag recurring issues and share feedback that helps the team refine macros, FAQs, and internal documentation
- Monitor chat volume during NFL/NBA slates, resolve time-sensitive issues, and keep the user experience smooth when it matters most
- Understand betting lines, spreads, exchange mechanics, and the basics of market movement
- Energized by prime-time sports and thrive on a Thursday–Monday schedule
- Strong communicator: de-escalate frustrated users, explain complex mechanics to newcomers, and represent Novig's brand voice with confidence and empathy
- Good judgment under pressure: think critically when situations don't fit neatly into a playbook and make smart decisions about when to act and when to escalate
Why work here
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 potential 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
$25/hr (40hr/week, overtime eligible)
100% health insurance premiums covered
Paid holidays
Paid sick and safe leave
401(k) + Company Match
Schedule
- Day Shift: Monday – Friday | 9:00 AM – 5:00 PM ET
- Night & Weekend Shift: Thursday – Monday | 6:00 PM – 2:00 AM ET