Customer Experience Representative

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. 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.