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Quality Account Manager USA

  • 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 $170M 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 goal of the Quality Team is to educate, advise, and improve the quality of the products and services our seller partners provide to Back Market customers. You will be responsible for developing long-term relationships, resolving the daily challenges they face on the platform, and driving improvements in their operations through data-driven insights & recommendations.

*Your duties will include (but not limited to):
*

  • Educating: the three pillars of a Quality Account Manager are technical expertise, logistical know-how, and a passion for unparalleled customer experience. You will be imparting these values to your portfolio of sellers
  • Partnering: build strong, efficient, and lasting relationships with our sellers so they can grow their business on the platform
  • Monitoring: closely follow key performance indicators and create action plans closely with sellers if they need improvement
  • Problem-solving: own your cases from start to finish, including escalated customer and seller disputes
  • Collaborating: with our Customer Care team and Business Development team to spot friction points customers are facing and solve them directly with your sellers upstream
  • 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 account management, customer service and/or supply chain management preferred
  • Strong analytical skills in excel or equivalent to spot trends, and use data to inform decision making
  • Effective communication skills whether over email, phone, video call or even giving a webinar
  • Exceptional attention to detail and excellent organizational and time management skills
  • 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 Salesforce, Zendesk, Tableau, SQL is a plus

Additional Information

  • Contract Type: Full-Time
  • Location: New York, United States ()
  • Education Level: Master's Degree
  • Experience: > 2 years