Head of Customer Experience

Novig
New York
Workplace: HybridFull timeUSD 140,000 - 180,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Problem-solving","Communication","Planning","Storytelling"]

Lead the customer experience function by scaling and mentoring the customer support team for a 24/7 platform. Drive continuous operational improvement using ticket data, dashboards, and cross-functional collaboration with Product, Engineering, Analytics, Fraud, and Compliance. Own the AI and tooling roadmap for self-service and automation, build support SLAs and escalation processes, and ensure measurable outcomes like CSAT, deflection, and resolution time.

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FursaFursa
Novig
Novig
1 day ago

Head of Customer Experience

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Last checked: 15 hours agoStatus: Live

Job Summary

Lead the customer experience function by scaling and mentoring the customer support team for a 24/7 platform. Drive continuous operational improvement using ticket data, dashboards, and cross-functional collaboration with Product, Engineering, Analytics, Fraud, and Compliance. Own the AI and tooling roadmap for self-service and automation, build support SLAs and escalation processes, and ensure measurable outcomes like CSAT, deflection, and resolution time.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Recruit, mentor, and guide the customer support team to deliver service excellence and robust 24/7 coverage.
  • •Identify patterns across support tickets and partner with engineers to automate and eliminate recurring root-cause issues.
  • •Own the AI and tooling roadmap for support, converting high-friction problems into permanent self-service and automation solutions.
  • •Build the support operating system: SLAs, coverage/staffing models, QA processes, and escalation protocols, improving CSAT, deflection rate, and resolution time.
  • •Serve as the customer advocate at the leadership level by using dashboards to drive staffing, tooling, and product strategy decisions.

Pay and Benefits

Salary: USD 140,000 - 180,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kHsaMeal AllowanceDinner StipendTransit SubsidyEquity

Key Requirements

  • •Strong grasp of prediction market frameworks and authentic enthusiasm for sports.
  • •5+ years in operations, strategy, program/project management, product management, or consulting, with at least 2 years of direct people management.
  • •Proven ability to drive complex cross-functional projects with strong problem-solving, planning, and analytical capabilities.
  • •Experience in high-volume contact center operations or exchange/fintech environments, with cross-disciplinary fluency across market operations and engineering/product workflows.
  • •Bachelor’s degree in a related field.
Experience:5+ yearsFintechPrediction marketsContact center operationsExchange
Education:Bachelor's
Skills:LeadershipProblem-solvingCommunicationPlanningStorytelling

Company Brief

Novig
Novig delivers cloud-native software solutions, offering product engineering, custom application development, and IT consulting to help organizations accelerate digital transformation, optimize workflows, and build scalable web and mobile applications.
Industry: Professional Services
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