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QUALITY, CUSTOMER CARE & SERVICES

Customer Care Program Manager

  • Contract Type: Full-Time
  • Location: Bordeaux, France ()

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 884M€ already! We have the objective of reaching 1000 Back Makers (or Saboteurs) by the end of 2022! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, Berlin, London, Prague, New-York 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.

The Customer Delight department, composed of 100 people and +400 external agents, is responsible for ensuring that Back Market delivers a customer experience that matches (or beats!) buying new products at every step of the customer journey and in every country. 

To deliver on that mission, the Customer Delight team includes a Voice of Customer team whose responsibility is to make sure our customers have a smooth journey from their check-out to potentially returning the product if they change their mind and everything that can happen in between…

The team is responsible for listening to our customers, understanding their issues, making sure those are known throughout BackMarket and finally building and executing the action plan to tackle those.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Identify and size pain points encountered by our customers
  • Prioritize and design solutions to simplify our customers and agents journey
  • Improve our Customer Care strategic KPIs by leading and deploying projects with strong impact
  • Coordinate efficiently with trainers, Outsourcing Management Team etc...
  • Contribute to build a mid/long term roadmap with impactful solutions
  • Define and monitor projects KPIs
  • Benchmark competition and look for best practices
  • Work with relevant stakeholders to identify and prioritize improvement projects
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have +5 years experience in building processes / managing projects 
  • You are fluent in english
  • You have a first experience in a Customer Care department
  • You are comfortable with data & reportings: Excel is a must; SQL and Zapier are a big plus
  • You have experience in managing projects from A-Z
  • You have an excellent verbal and written communication level and a track record of successful presentations to Senior Leadership
  • You have the ability to design and implement new processes and facilitate user adoption
  • You enjoy creating vibrant learning environments
  • You are organized, structured and have a lot of drive with a can-do / will-do attitude.
  • RECRUITMENT PROCESS: 📅

  • Phone interview with Lucie, our Talent Acquisition Manager
  • Technical Test
  • Interview with Virgile, Senior Process Manager
  • Interview with Youenn, Director of Customer Delight & Operations
  • Interview with Raoul, COO
  • Interview with Thibaud, co-founder and CEO
  • 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: Bordeaux, France ()
    • Experience: > 5 years