Seller Success Lead

TL;DR

Tilt is building the future of live commerce, and our sellers are at the heart of everything we do. We're looking for a Seller Success Lead to be the first dedicated owner of our seller success function - someone who isn't too proud to clear a Zendesk queue, but sharp enough to turn every ticket into a system.

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 🫵

We're looking for our first Seller Success Lead - someone who believes that great seller success isn't a cost centre, it's a growth lever. Tilt's sellers are our supply, and how quickly and intelligently we respond when they have problems directly determines whether they stay, scale, and succeed on the platform.

This role is equal parts operator and analyst. You'll be in the weeds resolving tickets, and then you'll zoom out and ask why those tickets exist in the first place - and fix it.

What You'll Do 👷

Own the end-to-end seller success experience across all of Tilt's markets (GB, ES, IT, PL) - from first contact to resolution

Be hands-on in Zendesk: triaging, resolving, and responding to seller tickets yourself, especially in the early days before you've built a team or playbook around you

Build the seller success infrastructure from scratch: macros, escalation paths, SLA frameworks, categorisation taxonomies, and resolution workflows

Turn ticket data into product and operational intelligence - identifying recurring pain points, surfacing them to product and engineering, and closing the loop so the same issue stops repeating

Create and maintain a seller-facing knowledge base and self-serve materials (FAQs, help centre articles, how-to guides) that reduce inbound volume over time

Develop reporting and dashboards that give leadership visibility into ticket volume, resolution times, CSAT, and the most common seller pain points by market and category

Work closely with the categories, onboarding, and growth teams to make sure seller success insight informs how we bring new sellers onto the platform

Own escalations for high-value or high-risk sellers - knowing when a ticket is more than a ticket, and when it needs a human conversation

Who You Are 📋

2–4 years of experience in a seller success, support, operations, or customer success role - ideally at a marketplace, platform, or consumer tech company

You've used Zendesk (or a comparable tool) enough to have opinions about how it should be configured, not just how to use it

Analytically sharp: you can look at a week's worth of tickets and immediately spot patterns, prioritise fixes, and make a case for product changes with data

A builder by nature - you find it more satisfying to fix the root cause than to answer the same question a hundred times

Strong written communication: your ticket responses are clear, warm, and efficient, and you can write a help centre article that actually helps

Comfortable with ambiguity and low process - you're not waiting for a playbook, you're writing it

Care deeply about the people on the other end of the ticket - Tilt's sellers are running real businesses, and you treat their problems accordingly

Nice to have

Experience supporting sellers, merchants, or creators on a marketplace or platform

Familiarity with live commerce, collectibles, sneakers, trading cards, or any of Tilt's core categories

Experience working across multiple international markets with multilingual seller success considerations

Exposure to support tooling beyond Zendesk - chatbots, AI triage, help centre platforms

Why Tilt 💫

You'll own seller success entirely - the function, the tooling, the playbook, and the team you eventually build

You'll have a direct line to product, engineering, and leadership - when you identify a fix, you'll have the influence to make it happen

You'll be joining a mission-driven team backed by world-class investors

You'll work alongside curious, kind, and wickedly smart teammates who care about getting things right

Location:

On-site (5 days a week from London, 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