Customer Experience Representative

Alt

79d • $65,000 - $78,000

About The Position

Alt is unlocking the value of alternative assets, starting with the $5 B trading-card market. We let collectors buy, sell, vault, and finance their cards in one place and we are backed by leaders at Stripe, Coinbase, Seven Seven Six, and pro athletes like Tom Brady and Giannis Antetokounmpo. Our next frontier is real-time pricing at scale—the Alt Value that powers every trade, loan, and product on the platform. 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.

Requirements

• Familiarity with Alt's platform is a requirement, preferably an active user with a deep understanding of our offerings
• Active collector in the sports and collectibles industry
• 1-2+ years of professional experience
• Strong written and verbal communication skills, with exceptional attention to detail and the ability to connect with users effectively.
• 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.
• A passion for helping others and an understanding of the importance of the customer experience
• Ability to multitask and manage time effectively while working collaboratively in a fast-paced, start-up environment.

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.

Benefits

• Competitive base salary benchmarked against real-time market data
• Equity for all full-time roles
• 10-year exercise window for equity grants

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees