tilt - Seller Operations Lead
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Requirements
• 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 • 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
Responsibilities
• 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
Benefits
• 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 • On-site (5 days a week from London, King's Cross office) • 29 days off, plus UK bank holidays • Your birthday off, no questions asked • 3% pension contribution from Month 2 (auto-enrolment) • MacBook and tech budget to get you set up your way • Free Deliveroo if you're working late
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