Seller Success Lead

TiltLondon

On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications- Proven experience in customer support, success, or related fields.- Strong analytical skills with the ability to derive actionable insights from data.- Excellent communication skills, both verbal and written.- Familiarity with Zendesk or similar customer service platforms.- A proactive approach to problem-solving and a willingness to get hands-on.- Ability to work in a fast-paced environment and adapt to changing priorities.

About the job

TL;DR

At 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e-commerce landscape, dominated by plain store website builders and impersonal marketplaces, is rapidly becoming outdated.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.

About Tilt

Tilt is at the forefront of live commerce innovation, aiming to create engaging and community-driven shopping experiences. Our platform empowers sellers to thrive beyond conventional e-commerce limits, fostering growth and success in a vibrant digital marketplace.

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Product Lead at Tilt | London

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Join Tilt as a Senior Data Architect! At Tilt, our mission is clear: Make Commerce Alive. We are revolutionizing the traditional commerce landscape, moving away from outdated store website builders and impersonal marketplaces to create engaging, community-driven experiences for a new generation of merchants. In the UK, millions of enthusiastic shoppers, from sneaker collectors to Y2K fashionistas, have embraced Tilt. Our platform has empowered many sellers to achieve over £1M in earnings, with numerous others surpassing the UK median income. And this is just the beginning!Your Role We are on the lookout for a Senior Data Architect who will take charge of our comprehensive data platform. This hands-on position demands a high level of ownership. You will be tasked with overseeing the architecture, reliability, and scalability of our data warehouse, transformation layer, orchestration, and analytics stack. Your role will involve enhancing our existing systems using tools such as Snowflake, Dagster, dbt, Postgres, Metabase, and ContextFlow, while establishing standards that facilitate intelligent scaling. We seek someone with a profound understanding of data, who can think structurally and design sustainable systems, rather than just writing SQL.Your Responsibilities First 0-3 MonthsGain an in-depth understanding of our current Snowflake warehouse architectureAudit and refine existing dbt models for clarity, performance, and accuracyReview and stabilize Dagster orchestration pipelinesIdentify data quality issues and implement testing standardsEnsure key dashboards in Metabase are supported by reliable, well-structured datasetsDocument the current system architecture and establish architectural standardsAfter 3+ MonthsRedesign and optimize warehouse architecture as necessaryImplement scalable data modeling patterns across various domainsEnhance cost efficiency and performance within SnowflakeIntroduce stronger observability, testing, and data lineage practicesEnable AI and product features by structuring high-quality, production-ready datasetsEstablish clear version control and deployment workflows for data modificationsCollaborate with product and engineering teams to define data contracts and ownership responsibilities

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Seller Success Lead

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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.

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