Customer Experience Specialist – Sellers

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take charge of the seller support experience through tickets, escalations, and urgent seller matters.

• Address seller inquiries via chat and email concerning payouts, orders, shipping, disputes, and account access.

• Thoroughly investigate orders, payments, and shipping data from start to finish to determine root causes.

• Provide live support to sellers during selling events, ensuring timely responses.

• Escalate issues to the product and engineering teams with comprehensive context.

• Identify recurring challenges and raise alerts before they escalate into significant problems.

• Assess when to resolve issues independently and when to collaborate with other teams.

• Acquire knowledge of Tilt's seller, buyer, payment, shipping, and daily support tools within the first 0–3 months.

• Manage live selling events confidently after completing the initial three-month training period.

⛳️ Requirements

• Prior experience in customer or seller support.

• Ideally, experience in a marketplace, e-commerce environment, or a fast-paced startup.

• Willingness to work on Saturdays and Sundays after the training period as a key aspect of the role.

• Capability to work long and irregular hours when necessary.

• Excellent, approachable writing skills in plain English.

• Ability to articulate complex situations without using jargon.

• Strong problem-solving capabilities.

• Composure under pressure.

• Organizational skills to effectively manage a busy queue.

• Nice to have: experience with Zendesk or Intercom.

• Nice to have: familiarity with payments, payouts, or shipping/logistics.

• Nice to have: interest in trading cards, collectibles, or live commerce.

• Must have the right to work in Brazil without restrictions or require visa sponsorship.

🏝️ Benefits

• 29 days off, in addition to UK bank holidays.

• Birthday leave.

• Share options.

• Significant ownership of systems with genuine scope and autonomy.

• Mission-focused team supported by top-tier investors.

• Inclusive and diverse workplace environment.

• Adjustments available for applications.