[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.
Responsibilities
- Thrive in live, high-stakes environments: When the games are on and volume spikes, you stay calm, focused, and energized by the pace
- Take ownership of every interaction: You handle user inquiries with care and urgency, resolving issues thoroughly and knowing when to escalate
- Fast and high-quality: Using Intercom, you respond to chats and emails quickly while maintaining clear, accurate, and on-brand communication
- Comfortable across channels: You will support users via chat and email
- Technically capable: You learn internal admin tools to verify accounts, investigate transactions, and troubleshoot platform issues effectively
- Curious and improvement-minded: You flag recurring issues and share feedback that helps the team refine macros, FAQs, and internal documentation
- Love "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 most
- Sports knowledgeable: You understand betting lines, spreads, exchange mechanics, and the basics of market movement — or you're eager to learn fast
- Tech-savvy: You're comfortable navigating multiple tools and systems simultaneously without losing track of details
- Night owl: You're energized by prime-time sports and thrive on a Thursday–Monday schedule
- Strong communicator: You de-escalate frustrated users, explain complex mechanics to newcomers, and represent Novig's brand voice with confidence and empathy
- Good 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 escalate
Skills
- Thrive in live, high-stakes environments
- Take ownership of every interaction
- Fast and high-quality response using Intercom
- Comfortable across channels (chat and email)
- Technically capable to learn internal admin tools
- Curious and improvement-minded
- Love 'game nights' and monitor chat volume during live sports
- Sports knowledgeable with understanding of betting lines, spreads, exchange mechanics
- Tech-savvy and comfortable navigating multiple tools and systems
- Night owl energized by prime-time sports and a Thursday–Monday schedule
- Strong communicator with ability to de-escalate frustrated users
- Good judgment under pressure
Benefits
- 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
Company Overview