Customer Experience Specialist (Sellers)

Job description

TL;DR 🛸 Tilt is building a new way to buy and sell, live. Sellers run their business through us. When something breaks, a payout, a shipping issue, a live-room glitch, you're the one who fixes it. This is for someone who wants to sit at the centre of seller experience as we scale. You'll manage the moments that make or break trust: sorting problems fast, keeping sellers calm, and turning a bad day into a reason they stick around. It's hands-on, fast-paced work, and it only works if you genuinely care about the person on the other end of it. 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. YOUR MISSION 🫵 You'll own the seller support experience: the tickets, the escalations, the moments a seller needs someone in their corner. When something breaks, a payout, a shipping issue, a live-room glitch, you're the one who sorts it. This isn't a scripted, close-the-ticket job. It's investigation, judgement, and speed, especially when a live selling event is on and sellers need answers in minutes, not hours. WHAT YOU'LL DO 🛠️ IN YOUR FIRST 0–3 MONTHS - Get deep into how Tilt works: sellers, buyers, payments, shipping, and the tools you'll use daily - Respond to seller tickets across chat and email: payouts, orders, shipping, disputes, account access - Learn to investigate end to end. Dig into orders, payments, and shipping data to find the real cause, not just the symptom - Get comfortable supporting sellers live during selling events, where answers are needed in minutes IN 3+ MONTHS AND BEYOND - Handle live selling events with confidence, becoming a steady presence when sellers need fast answers - Escalate the right things to product and engineering with clear context, so real problems get fixed, not just patched - Spot recurring issues and flag them before they become bigger ones - Build the instincts to know when to solve it yourself and when to pull someone else in HOURS ⏰ This is a startup, and the work follows our sellers. After training, weekends, Saturdays and Sundays, are core to the role. That's when most live selling happens. This isn't a fixed 9-to-5. We need someone happy to work when it matters most. WHO YOU ARE 👋 - Previous experience in customer or seller support, ideally at a marketplace, e-commerce business, or fast-moving startup - Happy to work weekends after training. Not an occasional ask, a core part of the role - Clear, warm, plain-English writer. You can explain a tricky situation without jargon - Strong problem-solver, calm under pressure, and organised enough to run a busy queue NICE TO HAVE Support tools (Zendesk, Intercom). Payments, payouts, or shipping/logistics experience. Interest in trading cards, collectables, or live commerce. Location: WHY TILT 💫 - You’ll be joining a mission-driven team backed by world-class investors (TechCrunch https://techcrunch.com/2024/08/22/tilt-raises-18m-series-a-to-build-on-its-live-shopping-apps-success/) - 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 https://www.linkedin.com/pulse/why-you-should-join-our-high-growth-startup-abhi-thanendran-k5oqc/. Or just download the app on the UK App Store https://apps.apple.com/gb/app/tilt-your-fashion-a-z/id1588409720 or UK Google Play https://play.google.com/store/apps/details?id=retrolabs.retroapp.android&hl=en and see for yourself. 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. Please note this is a remote contractor role. 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.