Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 21 countries (and counting!).

Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact . We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.

Be part of an exciting and growing international adventure that will change the way the world consumes tech.

The Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. The customer experience must match (or beat!) buying brand new products at every step, from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after sale service. A key part of this mission is to help our customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

• Provide our clients with quick and clear information on complex issues & on different channels (email, phone, social media, live chat, etc.);
• Be proactive in improving the customer experience at Back Market, with a special focus on your market;
• Exceed customer expectations and ensure that all key performance indicators (response time, satisfaction rate, etc.) improve;
• Coach and give advice to outsourced agents on a daily basis online and occasionally during in-person visits;
• Play a crucial role in testing new customer-related solutions/tools;
• Participate in transversal projects by working closely with Care Ops and Content & Training teams, amongst other stakeholders;
• Carry the customer’s voice across Back Market.
  
  

YOU ARE IN THE RIGHT PLACE IF: ⭐

• Fluent in English;
• You have excellent written and oral communication skills;
• You have at least 1 year of experience in a Customer Care position;
• Previous work experience in e-commerce and/or social media is a plus;
• You have an entrepreneurial spirit, you are open-minded and you want to surpass yourself;
• You are committed to making our customers happy;
• You like to do concrete things and have a ‘hands on’ attitude;
• You thrive in a fast moving environment and you are eager to learn new skills;
• You know how to prioritize without leaving out on details;
• You have experience coordinating projects within different teams and showcasing your impact;
• You have strong analytical skills and are not afraid to manipulate data.
  
  

This position has an estimated annual base salary range of $60,000 to $67,000, plus opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors. We welcome direct conversations with each candidate about compensation in all of our initial calls.

WHY SHOULD YOU JOIN US ? ✌🏼

• An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,
• Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right).
• Professional development programs, internal mobility, and the opportunity to make your career what you want it to become.
• A meaningful mission. But also fun. We're serious about changing the landscape of the electronics industry and we like to keep things spicy.
• A booming scale-up: we are rapidly growing in Europe, the USA and in Asia!
• Welcoming, safe, and inclusive working environment where everyone's opinion, differences, and backgrounds are heard and respected.
  
  

Back Market is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.

Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.