Associate Customer Experience Representative

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.

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.

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.

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.

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).