TL;DRAt Tilt, we are revolutionizing the world of live commerce, placing our sellers at the core of our mission. We are on the lookout for a Seller Success Lead, a dedicated individual who is willing to dive into the details—whether it’s managing a Zendesk queue or transforming every ticket into actionable insights.About Tilt Tilt's vision is straightforward: Make Commerce Alive.The traditional e-commerce landscape, dominated by plain store website builders and impersonal marketplaces, is rapidly becoming outdated. It was designed for transactional experiences, not for the vibrant community-driven merchants of today.In the UK alone, millions of diverse shoppers—from sneaker enthusiasts to nostalgic Y2K fans, collectors, and parents—are tapping into the potential of Tilt. Our platform has empowered sellers to achieve over £1M in earnings, with many exceeding the UK median income.And this is just the beginning.Your Mission We seek our inaugural Seller Success Lead—a person who understands that exceptional seller support is not merely a cost center but a crucial growth engine. The success and retention of Tilt's sellers hinge on our ability to respond swiftly and intelligently to their challenges.This role blends operational responsibilities with analytical insights. You will actively resolve tickets and also step back to investigate the root causes of these issues to implement long-lasting solutions.What You'll Do - Oversee the comprehensive seller success journey across all Tilt markets (GB, ES, IT, PL), from initial contact to resolution.- Take a hands-on approach in Zendesk: triaging, resolving, and responding to seller inquiries, especially in the early stages before building out a team or creating a playbook.- Establish the seller success infrastructure from the ground up: including macros, escalation pathways, SLA frameworks, categorization systems, and resolution processes.- Analyze ticket data to extract product and operational insights—identifying recurring issues, communicating them to product and engineering teams, and ensuring resolutions are implemented to prevent recurrence.- Develop and maintain a seller-facing knowledge base and self-service resources (FAQs, help center articles, how-to guides) aimed at reducing incoming ticket volume over time.- Create reporting tools and dashboards to provide leadership with visibility into ticket volume, resolution times, CSAT, and prevalent seller challenges by market.
Mar 20, 2026