Customer Support Agent (Nights/Weekends)

## **Customer Support Agent (Nights & Weekends)** _$25/hour • 40 hours/week (focus on Thursday – Monday nights i.e. 6 pm - 2 am ET)_ ## **About Novig** Novig is building America's #1 sports prediction market. Founded by Jacob Fortinsky and Kelechi Ukah, we are the only platform to offer commission-free sports trading. 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 over $100M from some of Silicon Valley’s top investors including Pantera, Forerunner, Lux, NFX, Paul Graham, and Joe Montana. ## **Who we are** We’re here to fix a rigged system where the house always wins and sports fans always lose. Novig is building the future of sports betting. Our mission is to financialize and democratize sports betting - transforming it from a closed, casino-controlled system into a two-sided, fair, efficient market where users have the power. ## **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, 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. ## **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** - $25/hr, 40 hrs/week - 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 ## **Homebase** Remote