Customer Experience Representative

Title: Customer Experience Representative

Location: US Remote

Job Description:

Alt is on a mission to revolutionize investing by unlocking the value of alternative assets (collectibles first), a $60B+ market. Currently, we’re focusing on establishing ourselves as the dominant marketplace for trading cards, a $5B market, before taking on additional asset classes. Our platform enables users to exchange, invest, value, securely store, and authenticate their trading cards. And we envision a world where anything is an investable asset.

To date, we’ve raised over $100 million from thought leaders at the intersection of culture, community, and capital. Some of our investors include Alexis Ohanian’s fund Seven Seven Six, the founders of Stripe, Coinbase co-founder Fred Ehrsam, BlackRock co-founder Sue Wagner, the co-founders of AngelList, First Round Capital, and BoxGroup. We’re also backed by professional athletes including Tom Brady, Candace Parker, Giannis Antetokounmpo, Alex Morgan, Kevin Durant, and Marlon Humphrey.

Alt is a dedicated equal opportunity employer committed to creating a diverse workforce. We celebrate our differences and strive to create an inclusive environment for all. We are focused on fostering a culture of empowerment which starts with providing our employees with the resources needed to reach their full potential.

What We Are Looking For

We are seeking a Customer Experience Representative who is passionate about delivering exceptional service and making a significant impact as you represent Alt’s brand to our customers. As you interact with our customers and understand their inquiries, you will identify trends and areas of improvement and act as an internal ambassador for our customers to our Product, Engineering, and Operations teams. Our ideal candidate possesses strong communication skills, a sense of ownership, and thrives in a fast-paced, start-up environment. In this role, you will be entrusted with the responsibility of ensuring our collectors have a positive experience, requiring empathy and the ability to resolve complex inquiries effectively.

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

• • Experience: 1-2+ years experience in customer service or a related field.

• • 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.

• • Industry Knowledge: Familiarity with the sports and collectibles industry is a plus, but a passion to learn is essential.

• • Availability: This is a fully remote position with standard working hours between 9 AM – 6 PM PST, with some flexibility depending on location

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. Offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.