[Remote] Customer Support Agent (Nights/Weekends)

Note: The job is a remote job and is open to candidates in USA. Novig is building America's #1 sports prediction market, aiming to transform sports betting into a fair and efficient market. The Customer Support Agent will handle user inquiries, resolve issues, and support users during prime-time sports events while maintaining high-quality communication.ResponsibilitiesThrive in live, high-stakes environments: When the games are on and volume spikes, you stay calm, focused, and energized by the paceTake ownership of every interaction: You handle user inquiries with care and urgency, resolving issues thoroughly and knowing when to escalateFast and high-quality: Using Intercom, you respond to chats and emails quickly while maintaining clear, accurate, and on-brand communicationComfortable across channels: You will support users via chat and emailTechnically capable: You learn internal admin tools to verify accounts, investigate transactions, and troubleshoot platform issues effectivelyCurious and improvement-minded: You flag recurring issues and share feedback that helps the team refine macros, FAQs, and internal documentationLove "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 mostSports knowledgeable: You understand betting lines, spreads, exchange mechanics, and the basics of market movement — or you're eager to learn fastTech-savvy: You're comfortable navigating multiple tools and systems simultaneously without losing track of detailsNight owl: You're energized by prime-time sports and thrive on a Thursday–Monday scheduleStrong communicator: You de-escalate frustrated users, explain complex mechanics to newcomers, and represent Novig's brand voice with confidence and empathyGood 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 escalateSkillsThrive in live, high-stakes environmentsTake ownership of every interactionFast and high-quality response using IntercomComfortable across channels (chat and email)Technically capable to learn internal admin toolsCurious and improvement-mindedLove 'game nights' and monitor chat volume during live sportsSports knowledgeable with understanding of betting lines, spreads, exchange mechanicsTech-savvy and comfortable navigating multiple tools and systemsNight owl energized by prime-time sports and a Thursday–Monday scheduleStrong communicator with ability to de-escalate frustrated usersGood judgment under pressureBenefitsMeaningful equity for every employee, regardless of role100% health premiums covered99% dental & vision covered401(k) with 4% company matchHSA + $1,080 annual company contributionCompany OverviewNovig is a sweepstakes-based sports prediction market in which users participate in peer-to-peer wagering on sporting events. It was founded in 2021, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is http://novig.co.



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