Freeing the planet from electronic waste, leading the shift towards a circular economy, and building a billion-dollar tech company are three solid reasons to wake up in the morning.
Founded five years ago in Paris, Back Market is the world's first online marketplace dedicated exclusively to second-hand devices. Similar to how Airbnb aggregates homeowners and travelers on one trusted platform to draw economic value from a previously underutilized asset — vacant living spaces — Back Market connects certified professionals specializing in the refurbishing and resale of used electronics with consumers looking for a more affordable, reliable, and environmentally-friendly alternative to buying new.
As Quality Performance manager BuyBack, you’ll be in charge of the customer experience we’re delivering on the BuyBack side (where merchants buy products from end consumer - C2B).
Your Mission If You Accept It:
- Quality improvements (Charter, KPIs, …)
Audit the current situation (understand our contacts, identify customers’ pain points, ...) and launch actions accordingly
Adapt the Charter (which describes the quality requirements we ask from Back Market sellers) to BuyBack specifities
Define the Quality NorthStar KPIs for BuyBack and launch anything needed to monitor / improve them (dashboards, reports, steering committees, ...)
- Quality process - merchants’ side:
Set up mystery orders
Adapt Quality Processes (onboarding, exits, monitoring phase)
Train Account Managers on these processes to help them improve the quality their merchants provide
- Customer Experience process / projects:
Empower and support the Customer Care team in order to help us to assist our customers when they contact us, which also means working in relation with the CX process and Quality project team