Customer Experience Representative

You will deliver exceptional customer service to 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 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 collectors while helping drive continuous improvement.

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.

Requirements

• 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.
• Contractor: This role is a contract position
• Availability: This is a fully remote position with the below shifts (Times in PST) Wednesday 10:00am – 7:00pm Thursday 2:00pm – midnight Friday 12:00pm – 8:00pm Saturday 8:00am – 5:00pm Sunday 8:00am – 5:00pm