Customer Support Specialist

il y a 2 semaines

Bordeaux, Nouvelle-Aquitaine, France BACK MARKET Temps plein
About the Role

We are seeking a highly motivated and talented Customer Support Specialist to join our Seller Success Team at Back Market. As a key member of our team, you will play a crucial role in delivering exceptional support to our sellers, ensuring their success and satisfaction with our platform.

Key Responsibilities
  • Respond to seller inquiries in a timely and accurate manner, providing clear and concise solutions to their issues.
  • Identify and address seller needs, providing education and support to help them maximize their use of our platform.
  • Act as a liaison between internal stakeholders and sellers, ensuring seamless communication and resolution of issues.
  • Analyze and report product malfunctions, providing actionable insights to improve our platform and services.
  • Update our internal databases with information about technical issues and useful discussions with sellers.
  • Inform sellers about new features and functionalities, ensuring they are aware of the latest developments and opportunities.
  • Collaborate with content managers to improve our FAQ, reducing the overall contact rate by providing high-quality self-help resources to our sellers.
Requirements
  • At least 1 year of experience in a customer service role, preferably in an e-commerce marketplace or similar environment.
  • Previous experience in a fast-growing start-up is highly valued.
  • Proven project management skills, with success in managing deadlines, customers, and schedules.
  • Demonstrated ability to resolve issues and maintain strong relationships with customers.
  • Proven success managing customers on a Sales, Success, or Support team.
Preferred Skills
  • Perfect fluency in English language. Any other language is a plus, particularly French, Spanish, German, or Chinese.
  • Excellent written and verbal communication skills.
  • Service orientation with the ability to break down complex concepts for anyone to understand.
  • Knowledge of important Support KPIs.
  • You are tech- and data-savvy.
  • You learn new tools quickly and deeply, and are always tracking down new ways to streamline and gain efficiency.
  • You exhibit extreme attention to detail and meticulous organizational habits.
  • Superb listening skills, service mindset, and the proven ability to dig deeper to solve problems.
  • Time management skills and a strong sense of urgency, ownership, and accountability, you will need to be able to prioritize constantly.
  • Orientation toward analytics and process improvement opportunities.
Attitude
  • Proactive and energetic attitude with the desire to be a key player on a results-oriented team in a fast-paced work environment.
  • High level of empathy - it's essential for our Support Advisors to be seen as trustworthy and reliable both internally and externally.
  • You are resourceful, scrappy, and creative if a playbook doesn't exist yet, you are excited to figure it out and build it for the whole team to use.
Why Join Us?

We are a mission-driven company committed to addressing one of the biggest challenges of our time: climate change. We take this seriously, and we're proud to have been awarded status as a Société à Mission by the French government. We're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table, along with the resources and opportunity to grow.

We offer a range of benefits, including an attractive salary, equity, and a host of perks such as lunch vouchers, health insurance, relocation packages, paid time off for activism in your community, parental benefits, flexible hours, and more. We're a remote-friendly company, offering up to 3 days of remote work per week. We're also committed to creating a safe and inclusive work environment, with opportunities for growth and development.

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