Associate Customer Experience Representative

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. The Role Collectors send us the card they saved for, hunted for, or have held onto since they were twelve. Taking care of that, and of the person behind it, is the whole job. This is a premier customer experience seat. You'll be the voice of Alt during the hours our collectors are most active: weekday evenings, both weekend days, and Thursday auction close, which is the best night of our week. You'll handle the moments that matter most to our users: a live auction, a card moving through the vault, a shipment, a payment, an advance. Because you know the hobby, you can talk to a serious collector as a peer instead of reading them a script. The pace is real. Our reps handle roughly 60 to 70 conversations a shift. The people who love this job are fast and warm at the same time, enjoy the rhythm of a busy queue, and get genuine satisfaction out of turning a stressful moment for a collector into a good one. How we'll know it's working: collectors get fast, correct, human answers on your shifts. CSAT stays high. Nothing waits over a weekend. And the cases that need another set of eyes get them at the right moment. What You'll Own The experience on your shift. Email and chat in Intercom across auctions, vaulting, shipments, accounts, payments, and cash advances. You open the queue, you work it down, and you hand off a clean board so the next person starts fresh. Thursday auction close. Our biggest, most exciting window of the week. Bids landing, timers running, sellers watching. You keep it smooth, and you make sure the questions with money on the line get answered first. The judgment that makes support feel first class. Not every case has a playbook. You'll have the room to resolve things your own way, the confidence to know when a second opinion makes the answer better, and the backing of the team either way. Peer-level hobby conversations. Grading, population reports, comps, turnaround times, what a raw card is likely to grade. Our most sophisticated users can tell within two messages that they're talking to someone who's actually in the hobby. That's a big part of why they stay. The voice of the customer inside Alt. You'll see patterns nobody else sees, because you're here nights and weekends. Documenting them well and bringing them to Ops, Product, and Vault is how the product gets better. Your own craft. Build the macros, saved replies, and AI workflows that let you spend less time typing and more time actually helping. Your sixth month should feel very different from your second week. What Great Looks Like (90 Days) You own a full weekend and an auction close with confidence , and the team can genuinely unplug knowing collectors are in good hands. Nothing carries. You end shifts at or near zero, including Thursday. CSAT holds while speed goes up. Fast only counts if the answer is right and the person feels taken care of. Every case that needed a second set of eyes got one at the right moment , and nothing high-value sat waiting. You've built something the whole team uses : a macro set, a saved-reply library, or an AI workflow that makes everyone faster. You've surfaced at least one product improvement that came from a pattern only the nights-and-weekends view would catch. Who Thrives Here People who take real pride in service and treat a good resolution as a craft. People who are energized by a busy queue rather than drained by it. People who like being trusted with the room to decide. And people who are in this hobby themselves, because the best conversations we have with collectors are between two people who both care about the cards. How You'll Use AI Here We use AI so you can spend your time on the human part of this job instead of the typing. We don't want to hear that you use ChatGPT sometimes. Everyone does. We want to know what you've built with it. Concretely, in this role: Use AI to draft and pressure-test replies on hard cases , then edit for voice, so a careful, personal answer takes four minutes instead of twelve Summarize a long, messy thread before you respond, so a customer who has explained themselves twice doesn't have to do it a third time Build macro and saved-reply libraries with AI instead of writing them one at a time, and keep them current as the product changes Run a weekly pattern pass over your resolved conversations to find the recurring issue worth bringing to Product Use AI to get up to speed on a card or a set you don't know , then verify against pop reports and comps before you say it to a customer Know where a model should never answer for you : money movement, valuation promises, anything that would sound like a guarantee If you've built macros, automations, or workflows your team relied on, lead with that. If you haven't yet, tell us how you'd start. What You Bring A real service background. 2+ years customer-facing in a marketplace, fintech, e-commerce, or collectibles environment where responsiveness was measured and mattered. Roughly 60 to 70 conversations a shift should sound familiar. Hobby knowledge, current. You're an active collector. Grading, population reports, comps, and the culture are second nature, and you can talk to a dealer moving forty cards a week as a peer. Alt platform familiarity. You've used the app: bid, listed, sold, vaulted, or taken an advance. If you haven't yet, do it before you apply. It's the fun part. Writing you're proud of. Clear, concise, and warm, including when the news isn't good. You can say no and keep the relationship. Confidence working independently. You're comfortable owning your shift, making the call, and following through without needing someone to hand you the next step. A good sense of what comes first. When a lot of things arrive at once during auction close, you know which ones are about money and which are about time. Technical comfort. Intercom. Retool, Slack, and Notion are a plus. Fluent enough with AI tools to make yourself faster. Availability that matches the schedule below , including both weekend days and Thursday auction close. Pacific time zone strongly preferred. Backgrounds that fit: support and trust-and-safety teams at Fanatics, Topps, eBay, PSA, Goldin, or Whatnot; marketplace or fintech support with real service standards; card shop and breaker operations people who write well; serious collectors coming out of high-volume service roles. Schedule: Fully remote, U.S.-based. Shifts listed in Pacific Time. Tuesday-Sunday Tuesday 1:00pm to 10:00pm PT Wednesday 1:00pm to 10:00pm PT Thursday 2:00pm to 11:00pm PT (auction close coverage) Saturday 7:00am to 4:00pm PT Sunday 7:00am to 4:00pm PT How We'll Interview You: We'll be specific so you can prepare. Before any of it: download the app, put a card up, make a bid, or sell. Every round assumes you've used the product, and we expect your point of view to sharpen as you go. 1. Recruiter screen, 30 minutes via Google Meet. Your service background and the numbers behind it, the schedule, why Alt specifically, and how you use AI. We'll answer your questions and align on pay. 2. Hiring manager with Kendall, who leads CX, 30 minutes. How you work: a customer you took great care of, how you decide what comes first when everything arrives at once, and how you handle a question you've never seen before. 3. Leadership Team with Tyler, our COO, 30 minutes. Career history, a hard problem you solved end to end, the tools you work in, and your questions about the business. 4. Final with Leore, our founder and CEO, 30 minutes. The hobby, why this market, and why Alt for you. 5. Reference check(s), 15 minutes with a former manager(s). What we offer: We cover 85% of your medical, dental, and vision, and up to 50% for dependents. HSA/FSA available Generous PTO that people actually take Parental leave at full salary $200/month wellness + $100/month home office stipend Free DoorDash Pass membership, because dinner shouldn't be a decision Remote-first (for most positions), with WeWork access when you want a room with other humans 401(k) Alt Equity to all full-time employees