Senior Project Manager, Customer Care

Hi, we’re Back Market.

We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

Are you ready to join us?

**ABOUT THE ROLE**:
96% of consumers declare that Customer Service reliability is the main factor in the loyalty they give to a Brand. With Customer Care by Back Market (CCBM), we handle 100% of customer contacts to ensure all our customers have the best customer service experience they deserve and that they have no more reason to buy new.

In the meantime, we designed CCBM to alleviate Sellers from after-sales workload thanks to a trusted, low-touch, and high-value service.

You will join a fast paced but friendly work environment and an international team working transversally. We are at the beginning of a major transformation (implementation of new CRM for agents, delivery of multiple new features for customers) impacting 700+ agents globally and millions of customers. We are planning on scaling our live chat channel and increasing the number of contacts solved via automation.

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

- **Responsible to define and improve customer service processes to foster customer & seller satisfaction**:

- Identify and size pain points encountered by our customers (e.g. return process, order management process, etc)
- Define and design new process / revamp existing ones balancing Customer Experience and Seller Experience, while ensuring costs remain under control.
- Establish policies and procedures in coordination with content, knowledge, and training, data, legal and IT teams
- Maintain all customer service procedures and policies
- Define, launch and manage POC to solve customer issues. Analyze results and provide recommendations to the Tech team.
- **Improve Customer Care strategic KPIs by leading and deploying projects with strong impact on the aftersales customer care experience (e.g. AI chat bot)**:

- Define and monitor projects KPIs
- Contribute to build a mid/long term roadmap with impactful solutions
- Work with relevant stakeholders to identify and prioritize improvement projects
- Benchmark competition and look for best practices

**YOU ARE IN THE RIGHT PLACE IF**:
- You're perfectly fluent in english, french is a plus
- You have 3-5 years experience in building processes / managing projects or a first experience in a consulting firm.
- You have a first experience in a Customer Care department
- You are comfortable with data & reportings: SQL is a big plus
- You have experience in managing projects from A-Z
- You have an excellent verbal and written communication level
- You have the ability to design and implement new processes and facilitate user adoption

**WHY SHOULD YOU JOIN US ? ✌**

At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).

No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like:

- A mission driven work environment where your day to day makes an impact on the planet. Seriously.
- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values.

If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.