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QUALITY, CUSTOMER CARE & SERVICES

Global Training & Content Associate

  • 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 434M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, New-York, Prague and Berlin). 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.

YOUR MISSION (IF YOU ACCEPT IT) 🥇

  • You will design, prepare and deliver training sessions to our customer service agents, trainers and supervisors around the world, both in a live and virtual environment.
  • You will own our agent new hire training program, and manage its continuous development into a world class training program
  • Working closely with our lead instructional designer, you will build engaging e-learning content and manage training through our learning management system.
  • You will work closely with internal BackMarket teams to anticipate and plan ad hoc training for new projects, processes and policy updates.
  • You will make periodic visits to our partner sites to deploy and monitor training.
  • You will work hand in hand with quality specialists from the Training & Quality team, to identify areas for agent improvement & further training.
  • YOU ARE IN THE RIGHT PLACE IF YOU: ⭐

  • You have 2- 3 years experience as a trainer / instructor in a customer service environment or contact center setting.
  • You have demonstrable experience delivering training in both a live classroom and virtual environment with great success.
  • You have previously worked with learning management systems (LMS) and are comfortable with their use. (360 Learning knowledge is considered a plus).
  • You are no stranger to KPIs. You have experience in defining your own metrics to monitor and measure your training efficiency.
  • You have experience in independently managing training projects from A-Z; gathering needs, setting deadlines with stakeholders, and delivering on time with tangible results
  • You have strong stakeholder & project management skills, and are at ease taking the lead on projects with other teams.
  • You are fluent in using common tools for developing engaging training content. (e.g. 360 articulate, genially, 360 learning, Canva, Kahoot etc… is a plus)
  • You are comfortable working in a fast paced environment, and are at ease with short turnaround times on training delivery.
  • You have the capacity to understand and articulate complex requirements into engaging learning experiences.
  • You have the ability to design and implement new processes and facilitate user adoption.
  • You are a trainer through and through! You enjoy creating vibrant learning environments and teaching is what makes you tick!
  • You are organized, structured and have a lot of drive with a can-do / will-do attitude.
  • You show enthusiasm for electronic devices / the tech industry
  • English is a no brainer, French is a plus.
  • INTERVIEWING PROCESS: 📅

  • Lou, our Talent Acquisition Specialist
  • Chris, Lead Training
  • Mary & Seb
  • Raoul, COO
  • Thibaud, CEO and co-founder
  • 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 ()
    • Experience: > 3 years