Seller Support Advisor

Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 21 countries (and counting).

Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.

Be part of an exciting and growing international adventure that will change the way the world consumes tech.

In order to improve seller experience and satisfaction using Back Market, we are looking for a motivated and talented Seller Support Advisor.

At Back Market, our Seller Support Advisors are pivotal to our success. You will be able to contribute to the overall business by leveraging your findings and supporting our sellers across their partnerships with Back Market.

As a member of the Seller Success Team, you will be responsible for managing Seller Support Center requests.

**YOUR MISSION (IF YOU ACCEPT IT)**:

- Identify needs and help them use specific features. You play a key role in educating our seller base.
- Be a mediator between internal stakeholders and sellers.
- Communicate in a clear and concise way, adapting your answers to the needs of each seller.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
- Update our internal databases with information about technical issues and useful discussions with sellers.
- Inform sellers about new features and functionalities.
- Assist content managers in improving our FAQ, aiming to reduce the overall contact rate by providing qualitative self-help to our sellers.

**YOU ARE IN THE RIGHT PLACE IF**:

- (preferred) At least 1 year of experience in a customer service role overseeing a range of issues (ideally for an e-commerce marketplace) and leading customers through change management.
- Previous experience in a fast-growing start-up is more than appreciated.
- Proven project management experience 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.

**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 important 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 SHOULD YOU JOIN US ? ✌**
- **A meaningful job**: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts
- **A meaningful company**: we became a mission-driven company in January 2022.
- **Be part of a worldwide growing company **based in Europe, the USA and Asia to face **great challenges**: you will have the freedom to innovate and adopt new ideas
- **Work alongside passionate experts**:who will share their knowledge and help you develop and grow in your career.
- **Grow your career**: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1
- **Leadership Academy by Back Market**:“be a coach not a dictator” is at the core of this program We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.
- **An attractive salary, equity and a host of benefits including**: Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc
- **Remote f