Associate Customer Experience Representative
New
A
AltFintech, Collectibles
Fully remote, U.S.-based., Pacific Time (PT)Full-TimeEntry
Salary$24 – $25 per hour • Offers Equity
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Job Details
- Experience
- 2+ years
- Required Skills
- Artificial IntelligenceSlackNotionCustomer support
Requirements
- 2+ years of customer-facing experience in a marketplace, fintech, e-commerce, or collectibles environment.
- Experience handling high-volume interactions (roughly 60 to 70 conversations per shift).
- Current, in-depth knowledge of the trading card hobby (grading, pop reports, comps, culture).
- Familiarity with the Alt platform (bid, listed, sold, vaulted, or advance).
- Proven experience building or using AI tools to draft, summarize, and automate support tasks.
- Technical proficiency with Intercom; familiarity with Retool, Slack, and Notion is a plus.
- Ability to work a fixed Tuesday-Sunday schedule, specifically including Thursday auction close.
- Strong writing skills with the ability to maintain clarity and warmth in professional communications.
- Capability to work independently and exercise sound judgment in non-scripted scenarios.
Responsibilities
- Manage email and chat inquiries in Intercom across auctions, vaulting, shipments, accounts, payments, and cash advances.
- Execute Thursday auction close operations to ensure smooth bidding and timely resolution of time-sensitive issues.
- Provide expert-level support on hobby-specific topics such as grading, population reports, comps, and raw card evaluation.
- Analyze and document recurring customer issues to provide feedback to Ops, Product, and Vault teams.
- Develop and maintain macros, saved replies, and AI-driven workflows to increase support efficiency.
- Maintain a zero-backlog queue during shifts to ensure high CSAT and quick response times.
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