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Customer Care Specialist

  • Contract Type: Full-Time
  • Location: New York, United States ()

About

Founded in November 2014 and recognized by Fast Company as one of the World’s Most Innovative Companies in 2019, Back Market is the leading online marketplace dedicated to refurbished products.

Our mission is to create a mainstream appeal for refurbished products, and, as a result, extend the life cycle of electronic devices and reverse rampant e-waste (over 50 million tons of e-waste were created in 2018 alone!)

In the span of fewer than 5 years, Back Market has prevented the equivalent of 30 Statues of Liberty of e-waste from ending up in landfills, all while generating over half a billion dollars in yearly sales and growing at an annual 150%.

We’ve raised over $176M to date and have a profitable business model, making us well-positioned to sustain our hyper-growth trajectory and become the global leader in selling refurbished products.

Job Description

The goal of the Customer Care team is to be the voice for all Backers (that’s what we call Back Market customers!) and provide an exceptional level of care without ever becoming ‘customer service robots’.

You will be responsible for making sure no customer is left stranded as well as finding a solution when it seems like you are stuck between a hard place and an even harder place.

Not only that but as someone directly on the frontlines, you will be monitoring the health of our customers and recognizing any key feedback that we need to improve our product. If you see any gaps in our service, then your aim is to make sure that the next steps are taken so it doesn’t occur again.

Your duties will include (but not limited to):

  • Expert resolution: you can look at a complex problem, and break it down into manageable bites, assess the different outcomes, and make a fair decision that you can stand by
  • Monitoring: you are comfortable in looking at key performance indicators (such as response time, satisfaction rate, handling time, etc) and work to always improve them
  • Collaborating: with our Seller Quality and outsourced service team to spot friction points customers are facing
  • Building: design and implement new processes and tools to ensure the team can work efficiently and effectively

Preferred Experience

  • Bachelor’s Degree as a minimum or 4+ years of relevant work experience
  • 2-3 years of work experience ideally in a tech or startup environment. Previous experience in account management and/or customer service strongly preferred
  • A highly empathetic and motivated individual who is always striving for an exceptional customer experience
  • Effective communication skills whether over email, phone, video call or even giving a webinar
  • Exceptional attention to detail and excellent organizational and time management skills. You have a sense of urgency but at the same time don’t let any balls drop
  • Versatile and able to wear many hats. We move fast so you must be able to switch priorities and projects depending on the needs of the organization
  • Passion for tech, entrepreneurship and/or the environment
  • Experience in Zendesk, SQL, Tableau is a plus

Recruitment Process

  1. 30 minute phone screen with hiring manager
  2. Written assessment
  3. In-person or video call with the USA team including Head of Quality, Account Management, Marketing, B2B
  4. In-person or video call with senior management team including Managing Director for the USA, Head of Care Performance, COO

Why you will love working at Back Market

  • We are a mission-driven company. We are here to help solve the environmental crisis, one refurbished product at a time
  • Back Makers (your future colleagues) are passionate, fun (sometimes!) and benevolent (always)
  • Team lunches, happy hours, company outings (you’ll get to travel to Paris!)
  • Amazing workspace in trendy Brooklyn (dog-friendly too)
  • 5-week vacation (and yes you will take them all!)
  • Generous benefits (commuter benefits, Medical, Dental, Vision, 401k with employer matching,...)

Back Market is an equal opportunity employer.

Additional Information

  • Contract Type: Full-Time
  • Location: New York, United States ()