Customer Experience Representative

What We Are Looking For
We are seeking a Customer Experience Representative who is an Alt expert with a deep understanding of the card trading 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 cross-functional 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 SMS 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 peers 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
Availability: This is a 40hr/week contract position with expected working hours from 9AM - 6PM Pacific Time, with Sat/Sun shift required.
Alt Expertise: Familiarity with Alt's platform is a plus, preferably an active user with a deep understanding of our offerings
Industry Knowledge: Active collector in the sports and collectibles industry is a plus
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.