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- Tasks: Resolve complex seller issues and improve marketplace operations.
- Company: Join Tilt, a forward-thinking e-commerce startup revolutionising shopping.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Why this job: Be the voice of sellers and make a real impact in e-commerce.
- Qualifications: Experience in support or operations, with a knack for problem-solving.
- Other info: Work in a collaborative team focused on innovation and community.
The predicted salary is between 30000 - 45000 £ per year.
Join to apply for the Seller Experience Specialist (SX) role at Tilt.
About Tilt: We’re building the next century of shopping, making it feel human, communal, and alive again. E-commerce has spent decades optimising for clicks, stripping away the trust, joy, and connection that once made shopping meaningful. We’ve recently raised an £18M Series A from the world’s best investors to build the next era of commerce. Now, we’re hiring elite builders to make it happen.
Base Pay Range: Compensation Range: £30K – £45K
Missions:
- 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 with 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.
Seller Experience Specialist (SX) in London employer: Tilt
Contact Detail:
Tilt Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Seller Experience Specialist (SX) in London
✨Tip Number 1
Get to know the company inside out! Research Tilt's mission and values, and think about how your experience aligns with their vision of making shopping more human and communal. This will help you stand out in interviews.
✨Tip Number 2
Practice your problem-solving skills! As a Seller Experience Specialist, you'll need to resolve complex issues. Try role-playing scenarios with friends or family to get comfortable thinking on your feet and communicating clearly.
✨Tip Number 3
Show off your data skills! Familiarise yourself with tools like Amplitude or Metabase, and be ready to discuss how you've used data to inform decisions in past roles. This will demonstrate your analytical mindset and marketplace savvy.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Make sure to tailor your application to highlight your relevant experience and how you can contribute to improving seller communication and operations at Tilt.
We think you need these skills to ace Seller Experience Specialist (SX) in London
Some tips for your application 🫡
Show Your Passion for E-commerce: When writing your application, let your enthusiasm for e-commerce shine through! We want to see how you connect with our mission of making shopping feel human and communal. Share any personal experiences or insights that highlight your passion for the industry.
Be Clear and Concise: We appreciate straightforward communication, so keep your application clear and to the point. Avoid jargon and focus on how your skills and experiences align with the Seller Experience Specialist role. Remember, clarity is key!
Highlight Your Problem-Solving Skills: As a Seller Experience Specialist, you'll be tackling complex issues head-on. Use your application to showcase specific examples where you've successfully resolved challenges in previous roles. This will help us see your critical thinking in action!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Tilt
✨Know the Marketplace Inside Out
Before your interview, make sure you understand how a marketplace operates. Familiarise yourself with the order flow, payment triggers, and common seller issues. This knowledge will help you demonstrate your systems-oriented mindset and show that you're ready to tackle complex problems.
✨Showcase Your Communication Skills
As a Seller Experience Specialist, clear communication is key. Prepare examples of how you've effectively communicated complex information in simple terms. Think about times when you've had to de-escalate situations or provide empathetic support, as these experiences will resonate well with the interviewers.
✨Be Data-Driven
Brush up on your data analysis skills! Be ready to discuss how you've used tools like Amplitude or Metabase in previous roles. Highlight specific instances where data helped you identify issues or improve processes, as this will showcase your ability to use data to drive decisions.
✨Prepare for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview. Practice articulating your thought process when diagnosing complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you convey your logical approach and problem-solving abilities.
