Director of Customer Experience | US-based
At Alt, we envision a world where anything is an investable asset. Using trading cards, we’re establishing a proof of concept to create financial products that traditional financial institutions don’t support or recognize as collateral.
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:
As the Director of Customer Experience, you will have the opportunity to scale Alt’s Customer function to deliver a world-class experience for our customers. You understand what it takes to get this done and how this can impact the company’s growth and bottom line. We’re looking for someone who will help improve existing processes, identify strategic opportunities, and launch and drive initiatives forward to achieve north star metrics. You will have the opportunity to shape the experience that brings transparency and liquidity to the markets we serve.
The impact you will make:
- Analyze the current processes across customer interactions and help create playbooks and processes to drive efficiencies and improvement.
- Define and design our customer strategy through journey maps, feedback collection, scorecards, and personas. Launch and execute a strategy to improve key customer touchpoints and identify initiatives to drive continuous improvement of the experience.
- Take ownership of metrics and scorecards across the customer function, helping orient the team towards goals of revenue, retention, engagement, and loyalty.
- Enhance the account management function by building processes and identifying opportunities to deliver a high-touch experience to our highest value customers in a scalable and results-driven way.
- Define our enterprise go-to-market strategy by mapping out Alt’s opportunity across various B2B product lines and the partnership opportunities that exist.
- Act as an internal advocate for our customers, ensuring the culture at Alt remains customer-centric.
What you bring to the table:
- 5+ years of experience in a Customer Leadership role
- Experience scaling teams and mobilizing resources to meet goals.
- Deep understanding and passion for excellent customer experience that is tightly tied to business outcomes.
- Experience both as an individual contributor who has managed strategic clients as well as a people manager who has overseen client-facing teams.
- Comfortable working from strategy through execution of a project with little to no direction.
- Highly organized with demonstrated attention to detail.
- Energized by building something new, disruptive, and differentiated.
- Background or interest in financial services and alternative assets preferred.
What you will get from us:
- You will be given resources to help grow your personal brand and to position yourself as a thought leader in areas relevant to Alt.
- Ground floor opportunity as an early member of the Alt team; you’ll directly shape the direction of our company. The opportunities for growth are truly limitless.
- An inclusive company culture that is being built intentionally to foster an environment that supports and engages talent in their current and future endeavors.
- 401K, Work from home and Wellness Stipends
- Unlimited vacation policy
- Generous paid parental leave
- Competitive healthcare benefits, including HSA, for you and your dependent(s)
Your application has been successfully submitted.
Alt is an alternative asset platform that lets you invest in sports cards just like stocks.