Customer Experience Representative

We are seeking a passionate Customer Experience Representative who is both an Alt expert and an active collector, with a deep understanding of the hobby. In this role, you will be responsible for delivering exceptional customer service to Alt’s users, using your firsthand knowledge of the platform and the collecting community to address inquiries effectively. As you engage with customers, you will identify trends, spot areas for improvement, and act as an internal advocate, working closely with our Product, Engineering, and Operations teams to enhance the overall customer experience. The ideal candidate possesses strong communication skills, a sense of ownership, and thrives in a fast-paced startup environment. Your ability to empathize with customers and resolve complex issues efficiently will ensure a positive experience for our collectors while helping drive continuous improvement at Alt.

Key Responsibilities

• Engage with collectors through chat, email, and phone support, providing knowledgeable assistance regarding the auction process, card valuations, and other platform functionalities.
• Handle complex account questions and resolve issues with empathy and care.
• Document interactions and escalate issues as necessary to ensure quick resolution.
• Collaborate with cross-functional teams to enhance overall service quality and user satisfaction.
• Gather customer feedback to identify trends and suggest improvements to the user experience.

What You Bring to the Table

• Alt Expertise: Familiarity with Alt’s platform is a requirement, preferably an active user with a deep understanding of our offerings
• Industry Knowledge: Active collector in the sports and collectibles industry
• Experience: 1-2+ years of professional experience
• Communication Skills: Strong written and verbal communication skills, with exceptional attention to detail and the ability to connect with users effectively.
• Technical Skills: Proficiency in using customer service software and ticketing systems, with experience in Intercom. Familiarity with tools such as Retool, Slack, and Notion is a plus.
• Empathy: A passion for helping others and an understanding of the importance of the customer experience
• Adaptability: Ability to multitask and manage time effectively while working collaboratively in a fast-paced, start-up environment.
• Availability: This is a fully remote position with standard working hours between 9 AM – 6 PM PST, with some flexibility depending on location

What you will get from us:

• Ground floor opportunity as an early member of the Alt team; you’ll directly shape the direction of our company. The opportunities for growth are truly limitless.
• An inclusive company culture that is being built intentionally to foster an environment that supports and engages talent in their current and future endeavors.
• $100/month work-from-home stipend
• $200/month wellness stipend
• WeWork office Stipend
• 401(k) retirement benefits
• Flexible vacation policy
• Generous paid parental leave
• Competitive healthcare benefits, including HSA, for you and your dependent(s)

Alt’s compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We want all full-time employees to be invested in Alt and to be able to take advantage of that investment, so our equity grants include a 10-year exercise window. The base salary range for this role is: $65,000 – $78,000.