Seller Experience Specialist (SX)

About Tilt 🛸

Tilt’s mission is simple: Make Commerce Alive.

From static store website builders to impersonal marketplaces, today's ecosystem is aging fast. It was built for transactional experiences, not for the new generation of merchants who grow through attention, community and personality.

In the UK alone, millions of shoppers, from sneakerheads and Y2K girlies to collectors and parents, have signed up to Tilt. Our platform has helped sellers go from zero to £1M+ in earnings, and hundreds more earn above the UK median income.

And we are just getting started.

Your Mission 🫵

As a Seller Experience Specialist, you are the voice of the seller and the first line of defence when things go wrong. This is more than answering tickets. You will diagnose complex issues across our marketplace, stay calm and decisive while de-escalating critical situations during live streams, and feed clear, high-quality insights back to our product and engineering teams so we fix root causes, not just symptoms.

You will thrive in this role if you are systems-oriented and curious, with a strong grasp of how a marketplace fits together, how orders flow, how payments trigger, and how to use data in our tools to pinpoint exactly where something got stuck and get sellers moving again fast.

What You’ll Do 👷

• Resolve complex issues end-to-end
Go beyond basic FAQs. Independently resolve complex seller problems, identify system limitations, and propose practical workarounds.

• Be the bridge to product and engineering
Act as a liaison between sellers and our internal teams. Provide clear, actionable feedback on bugs and feature gaps, not just pass along complaints.

• Elevate seller communication
Move beyond canned responses. Clarify complex situations in simple language, set expectations with empathy, and create help content and documentation that empowers sellers to self-serve.

• Own your queue and outcomes
Take full responsibility for your cases. Proactively monitor high-impact or time-sensitive issues (especially during live streams) and drive them through to resolution.

• Improve how we work
Help us level up our operations. Contribute to our knowledge base, suggest process improvements, and spot patterns that should become product or policy changes.

Who You Are 📋

• Experienced in support or operations

• 1+ years in a support, operations, or similar customer-facing role

• Experience in a marketplace or tech startup is a plus

• Comfortable with tools like Zendesk, Intercom, or similar ticketing systems

• System fluent
You have a logical mind and love understanding how things connect. You can map how a bid becomes an order, how shipping updates trigger notifications, and where a chain might break.

• Data informed
You are comfortable digging into data to validate what is going on. You have used tools like Amplitude, Metabase, or similar BI tools to check user activity, order status, and event flows.

• Marketplace savvy
You understand the dynamics of a two-sided marketplace. You are familiar with shipping logistics, payment flows, and payout mechanics, and you appreciate the trade-offs between buyer and seller experience.

• A clear, confident communicator
Your writing is concise, calm, and precise. You can explain why something happened in a way that sellers understand and trust, and explain what happened to an engineer without missing key details.

Why Tilt 💫

• You’ll be joining a mission-driven team backed by world-class investors (TechCrunch)

• You’ll own meaningful systems from day one, with real scope and autonomy

• You’ll work alongside curious, kind, and wickedly smart teammates

• You’ll help redefine how millions of people shop online

Curious what it’s like to work at Tilt? Start here.
Or just download the app on the UK App Store or UK Google Play and see for yourself.

Location: Hybrid (2-3 days a week, including Tuesday and Thursday, in our King's Cross office)

Perks & Benefits ➕

• 29 days off, plus UK bank holidays

• Your birthday off, no questions asked

• Share options to become a true stakeholder in our success.

• 3% pension contribution from Month 2 (auto-enrolment)

• MacBook and tech budget to get you set up your way

• Gym membership

• Free Deliveroo if you’re working late

We welcome applicants from all backgrounds and experiences, and we’re committed to fostering an inclusive, diverse workplace.

If you don’t meet every single requirement in the job description, please don’t be put off from applying. We value potential and a willingness to learn over ticking every box; your unique perspective could be exactly what we’re looking for.

Let us know if you need any adjustments during the application process. We’re happy to help.