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Content manager - Seller Support Center

  • Contract Type: Full-Time
  • Location: Bordeaux, France ()

About

BackMarket is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Job Description

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.  

Back Market is undergoing meteoric growth and has raised over 884M€ already! We have the objective of reaching 1000 Back Makers (or Saboteurs) by the end of 2022! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, Berlin, London, Prague, New-York and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be a part of the movement. Join the refurb revolution.

As a member of the Global Operations Team, you will be responsible for the content creation, updates, new features and structure of our Seller FAQ. Your writing will be the lifeline that connects all seller touchpoints. You’ll bring your writing to produce clear, concise, and sincere content that anyone can understand. 

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Improve the content of our Seller FAQ in accordance with external & internal changes.
  • Monitor & respond to internal requests related to article updates or creations, always willing to assist the teams on their respective needs. 
  • Analyze, understand and report on the level of performance of our FAQ.
  • Implement concrete actions to improve KPIs, having a data-oriented approach and keeping in mind that there might be better ways to approach situations. 
  • Identify pain-points to improve overall Seller experience & satisfaction
  • Assist in developing the self-care knowledge base for Sellers and improve the support with innovative content.
  • Participate in the addition of new features (Chat & ChatBot, Outbound Calls…). 
  • In busy period, assist the team and respond to seller queries in a timely and accurate way, via email or chat.
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
  • Update our internal databases with information about technical issues and useful discussions with our sellers.
  • Improve our most used templates, generally used to provide answers for our sellers. 
  • Gather feedback and share with our Product, Sales and Marketing teams.
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • Bilingual or fluent english and french is mandatory. An additional language is a plus.
  • At least 1 year of experience in a support position overseeing a range of issues (ideally, building a knowledge base for an E-commerce marketplace).
  • Previous experience in a fast-growing start-up is a big plus.
  • Proven project management experience with success in managing deadlines, customers, and schedules.
  • Proven success managing claims, tickets and requests of any kind.
  • Outstanding written and verbal communication skills
  • Knowledge of important Support KPIs is a plus.
  • You learn new tools quickly, and are always tracking down new ways to streamline and gain efficiency.
  • Proactive and energetic attitude with the desire to be a key player on a results-oriented team in a fast-paced work environment.
  • RECRUITMENT PROCESS: 📅

  • Phone interview with Lucie, Talent Acquisition Specialist
  • Skill Assessment
  • Interview with Greg, Head of Seller Support
  • Interview with Agathe, Head of Global Supply Operations
  • Interview with Serge, Chief Commercial Officer
  • WHY SHOULD YOU JOIN US ? ✌🏼

    - A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!

    - An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc… 

    - Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

    - Grow your career with a flexible career path, Back Market can help you evolve!

    - A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

    - We embrace work life balance which includes flexible working hours and the opportunity to work from home. 

    - A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

    • Contract Type: Full-Time
    • Location: Bordeaux, France ()