Novig is a sports trading app for true fans: trade outcomes peer-to-peer, no house edge, better prices than sportsbook odds. CFTC-regulated. Live nationwide. Backed by Y Combinator.
About the role
The Head of Customer Experience leads cross-functional initiatives that improve the customer experience and drive operational excellence across the organization. This role partners with senior leaders across Product, Engineering, Analytics, Fraud, and Compliance to align priorities, streamline execution, and deliver measurable impact — combining strategic thinking, program execution, and team leadership to build smarter, more scalable ways of working.
What they're looking for
- $140,000-$180,000 • meaningful equity
- Scale and empower the team. Recruit, mentor, and guide our customer support team to achieve service excellence, establishing clear operational standards and robust coverage models for a 24/7 platform
- Drive continuous operational improvement daily. Stay in the tools and the data alongside the team by spotting patterns across tickets, deciding what to automate next, and partnering with engineers to kill recurring issues at the root
- Own the AI and tooling roadmap for support. Determine the future direction of self-service, automation, and AI agents. Convert single high-friction issues into permanent solutions that prevent thousands of users from experiencing the same friction
- Build the operating system of support. Establish robust SLAs, coverage and staffing models, QA processes, and escalation protocols while continuously elevating key metrics like CSAT, deflection rate, and resolution time
- Stay close to the data. Analyze dashboards directly to drive decisions on staffing, tooling, and product strategy using empirical evidence
More about this role
$140,000-$180,000 • meaningful equity
Novig is building America's #1 sports prediction market. Our mission is to financialize and democratize sports trading - taking a closed system run by casinos and turning it into a fair, efficient, two-sided market where the power sits with users.
With Novig recently becoming a CFTC-designated market — the fastest designation of its kind in US history— we're bringing the prediction market built for sports fans nationwide.
We're backed by some of Silicon Valley's top investors — Pantera, Forerunner, Lux, NFX, Paul Graham, and Joe Montana — who have collectively invested over $100M behind this vision.
The Head of Customer Experience leads cross-functional initiatives that improve the customer experience and drive operational excellence across the organization. This role partners with senior leaders across Product, Engineering, Analytics, Fraud, and Compliance to align priorities, streamline execution, and deliver measurable impact — combining strategic thinking, program execution, and team leadership to build smarter, more scalable ways of working.
Scale and empower the team. Recruit, mentor, and guide our customer support team to achieve...
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