---
title: 'Head of Customer Experience at Novig'
canonical: 'https://feeny.ai/job/head-of-customer-experience-novig-new-york-pvw73hnxn5n4'
type: 'job'
last_seen: '2026-09-23'
---

# Head of Customer Experience at Novig

- **Company:** Novig
- **Location:** New York, NY
- **Employment:** full-time
- **Posted:** 2026-09-22
- **Last confirmed live:** 2026-09-23
- **Apply:** https://jobs.ashbyhq.com/novig/4a8f51c8-bdb4-46c1-844a-bf088b857f20

## Job description

Head of Customer Experience $140,000-$180,000 • meaningful equity

## About Novig

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.

## 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.

Who you are and what you will do

- 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.
- Be the voice of the customer at the leadership table. Act as the customer advocate at the leadership level by identifying product gaps, monitoring adoption trends, driving critical resolution efforts, and serving as the bridge between users and execution teams.
- Raise the bar relentlessly. Maintain the highest quality for every team member and customer interaction, continuously driving standards higher.

## Requirements

- Strong grasp of prediction markets frameworks, combined with an authentic enthusiasm for sports.
- 5+ years in operations, strategy, program/project management, product management, or consulting, with a minimum of 2 years of direct people management experience.
- Demonstrated history of driving complex, cross-functional projects, backed by robust problem-solving, planning, and analytical capabilities.
- Background in high-volume contact center operations or exchange/fintech environments, with cross-disciplinary fluency across market operations, trading desk workflows, product, and engineering.
- Proven ability to advise and collaborate with executive leadership, utilizing compelling storytelling and clear communication skills.
- Self-starter who thrives in a collaborative, matrixed setting while demonstrating sound judgment regarding regulatory compliance, budgets, and resource allocation.
- Data-driven, entrepreneurial leader with a strong passion for elevating customer experience and achieving measurable outcomes.
- Bachelor's degree in a related field.

## Preferred

- Advanced degree or relevant certification.
- Familiarity with agile methodologies and continuous improvement processes.
- Exposure to risk or fraud operations.

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! They're smart, thoughtful, fun to work with and passionate about their craft.”

“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 potential 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

- $140k – $180k base, benchmarked at top-tier tech companies
- 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
- $50/monthly company contribution to employee transit
- $27/day lunch stipend when working from our NYC office
- $35/day dinner stipend when working from the NYC office after 6:30pm

Homebase Union Square, NYC Remote/Hybrid

## About Novig

## Company Overview
- **One-liner**: Novig is a commission-free, peer-to-peer sports prediction market that allows users to trade on sports outcomes against each other rather than against the house.
- **Entity Type**: Private (Series A; Y Combinator Summer 2022)
- **Headquarters**: New York, New York, USA
- **Founded**: 2021
- **Founders**: Jacob Fortinsky (CEO) and Kelechi Ukah (CTO)

## Core Business
- **Primary industry**: Sports prediction markets / sports trading (disrupting traditional sportsbooks)
- **Target customers**: B2C – sports fans and retail traders looking for fair, transparent betting alternatives
- **Mission**: “Create a faster, fairer future for traders and fans — free from hidden fees, house edges, and account limits.”

## Products & Services
- **[Novig Platform]**: A mobile and web app that enables peer-to-peer sports trading with zero commission. Users set their own odds, trade in real-time, and benefit from full market transparency. Available in 35+ U.S. states.

## Market Standing
- **Valuation**: Not publicly disclosed (private company)
- **Key Metric**: Over $105 million raised in total funding (including a $18M Series A announced in 2026)
- **Notable Investors/Partners**: Pantera Capital, Forerunner Ventures, Lux Capital, NFX, Y Combinator, Paul Graham, Joe Montana
- **Growth Signals**: 
  - Fastest growing sports prediction market in the U.S.
  - Received CFTC approval to operate as a regulated exchange
  - Team grew to 55 employees (~23 in product & engineering)
  - Available in 35+ states nationwide

## Competitive Advantages
- **Commission-free model**: No house edge or hidden fees; users trade directly with each other.
- **Peer-to-peer exchange**: Better pricing and transparency than traditional sportsbooks.
- **Regulatory edge**: CFTC-regulated, providing legitimacy and trust in a grey-market industry.
- **Backed by top-tier investors**: Deep war chest and network from Silicon Valley’s best.

## Strategic Focus
- Continue expanding into new states and product features.
- Drive user adoption by marketing the fairness and efficiency of prediction markets vs. sportsbooks.
- Build out engineering and operations teams to scale the platform and maintain reliability during high-traffic events.

## Why Work Here
- **High-growth, well-funded startup**: Over $105M raised with massive market opportunity in the expanding sports betting sector.
- **Impact & ownership**: Engineers and product teams directly shape a platform used by millions.
- **Engineering culture**: Modern tech stack (Rust, TypeScript, React Native, Node.js, Python, AWS, Kafka, GraphQL, Redis, PostgreSQL, Terraform, Docker).
- **Work model**: Hybrid in-office (NYC headquarters) with 4 days/week in-office expected; remote options available for select roles.
- **Benefits**: Competitive salary ($170K–$225K for L4 Backend Engineer), equity, comprehensive health coverage.
- **Values-driven**: “Challenge the House”, “Truth Over Ego”, “Move Fast, Think Long”, “Fans First, Always”.
- **Passionate team**: Sports fans building for sports fans.

## Sources
1. [Y Combinator – Novig](https://www.ycombinator.com/companies/novig)
2. [Novig Careers](https://novig.com/careers)
3. [Built In – Novig](http://www.builtin.com/company/novig)
4. [Novig Landing Careers](https://landing.novig.com/careers)

## Other roles at Novig

- [IT Specialist](https://feeny.ai/job/it-specialist-novig-new-york-bxk9908hszb3) — New York, NY
- [Lead Brand Designer](https://feeny.ai/job/lead-brand-designer-novig-new-york-bb9xh65qzb1b) — New York, NY
- [Chief Fan Officer](https://feeny.ai/job/chief-fan-officer-novig-remote-na05kpbcks9w)
- [Regulatory Chief of Staff](https://feeny.ai/job/regulatory-chief-of-staff-novig-new-york-jjb207zj8acc) — New York, NY
- [Software Engineer](https://feeny.ai/job/software-engineer-novig-new-york-q6ta0n6aq08f) — New York, NY
- [Fraud Specialist](https://feeny.ai/job/fraud-specialist-novig-new-york-2nwwfqze5mt4) — New York, NY
- [Head of Social](https://feeny.ai/job/head-of-social-novig-new-york-aaey5m7js0dq) — New York, NY
- [Finance Operations Associate](https://feeny.ai/job/finance-operations-associate-novig-new-york-gn12vhapqw8n) — New York, NY
- [Developer Relations Engineer](https://feeny.ai/job/developer-relations-engineer-novig-new-york-zjz7g7s64mzv) — New York, NY
- [Market Operations Specialist](https://feeny.ai/job/market-operations-specialist-novig-new-york-rmf923jgv8k4) — New York, NY