Junior Seller Support Advisor

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?

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 ? ✌**

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.