Back

SUPPLY

Merchant Support Specialist

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

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, Berlin 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.

In order to improve our seller experience using Back Market, we are looking for a Merchant Support Specialist in our NY offices.

As a member of the Operation Team, you will be responsible to manage all requests coming from Sellers through our FAQ and Merchant Support Center.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • Respond to seller queries in a timely and accurate way, via email or chat.
  • Identify needs and help them use specific features. You play a key role in educating our seller base. 
  • 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.
  • Inform sellers about new features and functionalities.
  • Assist content managers in improving our FAQ, aiming to reduce the overall contact rate by providing qualitative self-help to our sellers. 
  • Follow up to ensure their technical issues are resolved.
  • Gather feedback and share with our Product, Sales, and Marketing teams.
  • Assist in training junior Customer Support Representatives.
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You are a native English speaker. Fluency in French, Spanish, German or Chinese is a plus!
  • You have a strong understanding of the e-commerce and retail environment, and what will lead Back Market to success.
  • You have experience as a Customer Support Specialist or similar CS role (preferably in a B2B environment).
  • You understand how CRM software programs works, and you can find your way around ticketing systems.
  • You are able to effectively work with multiple stakeholders (Finance, Catalog, Product, Development…).
  • You are able to exercise patience and creativity when handling complex challenges. 
  • You demonstrate empathy and excellent communication skills.
  • You are a team player and have a can-do attitude.
  • RECRUITMENT PROCESS: 📅

  • Phone interview with Justin, Manager (U.S. People Operations)
  • Skills Fit Test
  • Interview with Greg (Head of Merchant Support Center, hiring manager)
  • Interview with Agathe (Head of Supply Operations)
  • Interview with a member of the U.S. team
  • Interview with Serge (CCO) or Lauren (General Manager, U.S.)
  • Interview with 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: New York, United States ()