Responsibilities
- Become a trusted voice in our chat/email channels - clear, kind, and fast.
- Resolve common marketplace questions (orders, returns, seller onboarding) with confidence.
- Keep conversations tidy: set expectations, follow through, and close the loop.
- Share a few great replies or tips that teammates start using.
- Own a slice of our queue (e.g., shipping, refunds/returns) and be the go-to person for it.
- Spot patterns and create process improvements (better saved replies, clearer help content, smoother handoffs).
- Turn tricky situations into positive outcomes and shout-outs.
- Help raise the bar for team writing and customer tone.
Work Arrangement
Remote (Country)
Team
Structure: Part of a customer experience team with a weekend rota for coverage
About Tilt
Tilt’s mission is simple: Make Commerce Alive. From static store website builders to impersonal marketplaces, today's ecosystem is ageing 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. And we are just getting started.
Your Mission
Be the voice of Tilt for buyers and sellers. You’ll handle the moments that matter - orders, returns, onboarding - and turn them into trust. Your judgment shapes our policies, tooling, and help content; the templates you write reduce future contacts and raise the bar for everyone. This is not a standard 9–5. We move fast and cover when customers need us evenings, weekends, and holidays, and you'll be part of a weekend rota to keep coverage fair across the team. In return, you’ll learn in months what takes years elsewhere, make a visible impact on a product used by millions, and have clear growth paths as Tilt scales.
Why Tilt
You’ll be joining a mission-driven team backed by world-class investors (TechCrunch) - 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
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.
Additional Information
- Must have the legal right to work in Brazil.
- No visa sponsorship offered.
- Work includes evenings, weekends, and holidays as part of a weekend rota.
- Candidates who don’t meet every requirement are encouraged to apply.
- Applicants can request adjustments during the application process.
