# Customer Experience Specialist

**Company:** [Novig](https://hotfix.jobs/companies/novig)
**Location:** Remote
**Role:** Customer Support
**Salary:** $52k – $52k/yr
**Skills:** Intercom, Customer Support, live chat support, Troubleshooting, sports betting knowledge, transaction investigation, account verification
**Posted:** 2026-07-23

> Handle high-volume live chat and email support for Novig's sports prediction market platform during NFL and NBA games. Resolve user issues quickly using internal tools, de-escalate concerns, and provide feedback to improve documentation while thriving in a fast-paced, sports-driven remote environment.

## Job Description

## Responsibilities
- Field live chats and emails through Intercom during high-volume periods, especially during NFL and NBA slates.
- Resolve time-sensitive user issues, verify accounts, investigate transactions, and troubleshoot platform problems using internal admin tools.
- Own every interaction from first message to resolution, de-escalating frustrated users and knowing when to escalate.
- Monitor chat volume during live sports events, maintain clear and on-brand communication, and flag recurring issues to improve macros, FAQs, and documentation.
- Support users via chat and email channels while staying sharp across multiple tools.

## Requirements
- Thrive in live, high-stakes environments and energized by prime-time game nights.
- Strong communicator who can explain complex mechanics (betting lines, spreads, exchange mechanics, market movement) to newcomers and de-escalate issues.
- Technically capable with the ability to learn internal tools quickly.
- Good judgment under pressure and ownership mindset.
- Night owl comfortable with a Thursday–Monday schedule (6:00 PM – 2:00 AM ET) or day shift.
- Sports knowledgeable or eager to learn betting lines, spreads, exchange mechanics, and market basics.

## Nice-to-Haves
- Prior experience with Intercom or similar support platforms.
- Background in sports betting or prediction markets.

## Compensation & Benefits
- $25/hr for 40 hours per week (overtime eligible), equivalent to $52,000 annually.
- 100% health insurance premiums covered.
- Paid holidays, paid sick and safe leave.
- 401(k) with company match.
- Remote work.

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**Canonical:** https://hotfix.jobs/jobs/737204c8-3686-42e5-a255-0e4fc85ac38f