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QUALITY, CUSTOMER CARE & SERVICES

Process Manager

  • 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

Freeing the planet from electronic waste, leading the shift towards a circular economy, and building a global billion-dollar tech company are three solid reasons to wake up in the morning.   

Founded six years ago in Paris, Back Market is the world's first online marketplace dedicated to refurbished consumer electronics. We have already raised 158M€ to sabotage ‘new’ by connecting selected and certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.

Taking part in Back Market’s adventure means committing to an ambitious project with a strong social and environmental impact. Leading the way in a shift towards a circular economy, freeing the planet from electronic waste and building a global leading tech company are three solid reasons to be excited about the future of Back Market.

We are committed to providing 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.

The Quality and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after sale service, if necessary. 

Your Mission If You Accept It

  • You will develop opportunities to decrease our contact rate, increase customer satisfaction and efficiency of our customer care department
  • You will be responsible from idea phase through full implementation
  • You will gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects
  • You will convert complex and deep dive analysis that you will lead into concrete and short-term oriented actions with strong impact
  • You will find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions
  • You are able to create a new process from scratch or to improve an existing process making it clearly documented and easily actionable by our suppliers
  • You will complete on a regular basis audits of our processes and organization to ensure its scalability and efficiency
  • You will benchmark competition and look for the market's best practices
  • You are able to select and recommend specific tools (chat, phone, chatbot...) until implementation with the help of our Customer Care tool specialist
  • You will closely follow-up the customer care performance by country to be able to capture specificities and challenges of each market
  • You will have to build strong relationship with

  • Technology team to work hand in hand with them in the right priority order
  • Training Team and Outsourcing Management Team to fully leverage the impact of the tool over operations
  • Other team members of the Customer Care team as the owner of the tools and process documentation
  • Experience

  • You have 3+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects)
  • You have experience in best-in-class customer service organizations
  • You have a strong knowledge of the e-commerce industry and have high customer experience expectations
  • You have preferably worked in a startup hyper growth environment
  • You are solution oriented, focused on quick results and lean approach
  • You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts
  • You have the capacity to understand and articulate complex requirements
  • You have the ability to design and implement new processes and facilitate user adoption
  • Soft Skills

  • You are a team player, enable to work transversally with other teams
  • You are able to find the right balance between short term quick wins and long term key foundation projects
  • You enjoy working in a fast growing company with a touch of fun
  • 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 work space in trendy Brooklyn

    5-week vacation (and yes you will take them all!)

    Generous benefits (Medical, Dental, Vision, 401k,...)

    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 ()