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About the Role

Alt is unlocking the value of alternative assets, starting with the $5B trading-card market. We let collectors buy, sell, vault, and finance their cards in one place. Our next frontier is real-time pricing at scale—the Alt Value that powers every trade, loan, and product on the platform. This is a premier customer experience seat where you'll be the voice of Alt during the hours our collectors are most active: weekday evenings, both weekend days, and Thursday auction close. 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, with reps handling roughly 60 to 70 conversations a shift.

Responsibilities

Own the customer experience on your shift, handling email and chat in Intercom across auctions, vaulting, shipments, accounts, payments, and cash advances.
Manage and resolve customer inquiries during peak hours, including Thursday auction close, ensuring timely and accurate responses.
Exercise judgment to resolve customer issues, with the autonomy to make decisions and seek second opinions when necessary.
Engage in peer-level hobby conversations with sophisticated users, discussing grading, population reports, comps, and card conditions.
Act as the voice of the customer by identifying and documenting patterns in customer interactions to inform product and operational improvements.
Develop and refine personal workflows, including macros, saved replies, and AI tools, to increase efficiency and focus on customer assistance.

Requirements

2+ years of customer-facing experience in a marketplace, fintech, e-commerce, or collectibles environment with a focus on responsiveness.
Active collector with current hobby knowledge, including grading, population reports, comps, and culture.
Familiarity with the Alt platform, including experience with bidding, listing, selling, vaulting, or taking an advance.
Strong writing skills: clear, concise, and warm communication, even when delivering unfavorable news.
Confidence in working independently, owning your shift, and making decisions without constant supervision.
Ability to prioritize tasks effectively, especially during high-volume periods like auction close.
Technical comfort with tools like Intercom, Retool, Slack, and Notion is a plus.
Proficiency with AI tools to enhance productivity.
Availability that matches the specified schedule, including weekend days and Thursday auction close.
Strong preference for candidates in the Pacific time zone.

Skills

Customer service
Hobby knowledge (trading cards)
Communication (written and verbal)
Problem-solving
Time management
Prioritization
AI tools
Intercom
Retool
Slack
Notion

Location

Remote
U.S.-based

Work Type

Fully remote
Full-time

Experience Level

Mid-level

Benefits

85% coverage of medical, dental, and vision insurance
Up to 50% coverage for dependents' insurance
HSA/FSA options
Generous PTO
Parental leave at full salary
$200/month wellness stipend
$100/month home office stipend
Free DoorDash Pass membership
Remote-first work environment
WeWork access
401(k)
Alt Equity for all full-time employees

About the Company

Alt is unlocking the value of alternative assets, starting with the $5B trading-card market.
Alt allows collectors to buy, sell, vault, and finance their cards in one place.
Alt is backed by leaders at Stripe, Coinbase, Seven Seven Six, and professional athletes like Tom Brady and Giannis Antetokounmpo.