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Online community manager

  • 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 online community manager sits in a space between the customer and brand and marketing. Your first priority is to make sure that every Comment, Like, Post and DM is sufficiently addressed. Not only that, but you also need to infuse our Back Market tone and voice into everything you do.

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… all with the eyes of the internet on you. Also, you will work closely with our marketing team to be up to date with online and offline campaigns and monitor real-time feedback from our users.

As someone directly on the frontlines, you’re needed in 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):

  • Online content: you are skilled in adapting your message to multiple different social media and review platforms and can write effectively for each one. Strategy: you understand that every word matters and can be diplomatic yet empathetic
  • Brand perception: every interaction no matter how big or small is an opportunity to build our brand and messaging. You are able to write with purpose
  • Flexibility: you know that the internet never sleeps - some evening and weekend work may be required in order to service all of our customers
  • Customer obsessed: you make sure that no customer is left behind and work to always delight them whether that is resolving their problem or providing a great punchline
  • 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 Marketing, Seller Quality and wider Customer Care 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 social media, online content, and/or customer service strongly preferred
  • A highly empathetic and motivated individual who is always striving for an exceptional customer experience
  • Extensive knowledge of social media platforms, review aggregator sites and the current trends and best practices for each
  • Effective communication skills whether over tweet, comment, insta stories, 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 Alcmeon, Zendesk, 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

Additional Information

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