New

Customer Experience Representative

US Remote

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 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.

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

  • 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.
  • 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.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Alt’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.