Customer Experience Specialist - Brazil at Tilt

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. If you’re here to accelerate your career, write beautifully under pressure, and deliver for customers every day, we want to hear from you. Please note, we do not offer visa sponsorship for this role, and only candidates with the full right to work will be considered. WHAT YOU’LL DO 👷 0–3 MONTHS - 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. 3+ MONTHS - 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. WHO YOU ARE 📋 - Outstanding written English: warm, concise, confidence-building. - Excellent customer judgment & empathy; great at de-escalating. - Ownership mindset - you finish what you start and communicate proactively. - Marketplace-savvy (orders, returns, refunds, seller/merchant questions) or eager to learn fast. WHY TILT 💫 - You’ll be joining a mission-driven team backed by world-class investors (TechCrunch [Upgrade to PRO to see link] - 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 Curious what it’s like to work at Tilt? Start here [Upgrade to PRO to see link] Or just download the app on the UK App Store [Upgrade to PRO to see link] or UK Google Play [Upgrade to PRO to see link] and see for yourself. Location: Remote anywhere in Brazil. You must have the legal right to work in Brazil. 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. - We welcome applicants from all backgrounds and experiences, and we’re committed to fostering an inclusive, diverse workplace. If you don’t meet every single requirement in the job description, please don’t be put off from applying. We value potential and a willingness to learn over ticking every box - your unique perspective could be exactly what we’re looking for. Let us know if you need any adjustments during the application process - we’re happy to help.