Trade-in Customer Care Expert

Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 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.

**About the job**

Trade-in allows customers to sell their tech devices to refurbishers through Back Market’s platform, which is also providing a critical source of supply for the refurbishers.

Trade-in Customer Care mission is to ensure a smooth and delightful customer experience by providing accessible, targeted and impactful support when customers need assistance with their trade-in order.

As a Trade-in Customer Care Expert you will be accountable for Back Market Trade-In customers’ satisfaction through Customer Care, and lead the strategy to improve the level of satisfaction, execute improvement initiatives and ensure the day-to-day quality of customer care operations.

**YOUR MISSION (IF YOU ACCEPT IT)**:
- ** Lead the strategy to improve customer support from vision to continuous improvement**:

- Define the ambition for trade-in customer support and set targets for your KPIs medium to long term (next quarter to next 3 years): NPS, customer satisfaction on claims, retention rate,
- Be the voice of trade-in customers within Back Market, benchmark best practices in our industry and drive action plans to stay ahead of competition. Educate and engage stakeholders on your vision and ambition, and work towards the prioritization of your projects with your stakeholders (product, engineering and other customer care experts). Navigate and adapt to changing priorities at team and company level to maintain a strong focus on the delivery of your goals
- Lead the bi-annual budget exercise: define the ambition, identify priorities per quarter, size key projects’ impact, secure the needed resources (people, money, tech), forecast the most accurate volume of claims, identify opportunities for cost optimization (partner mix, agents efficiency, automation,...). Work towards the validation of your story and financials by top management.
- Be accountable for achieving targets and be proactive in proposing and implementing adjustments to maintain high impact
- Drive continuous improvement of customer support metrics- Leverage data (KPIs, customer claims, verbatim,) to identify pain points and/or weaknesses in the processes.
- Propose and implement action plans to address them, notably with a test & learn approach
- Continuously analyze, challenge and improve key processes and service level standards such as escalation processes, compensation policy, reactivity and resolution time,
- Work with product, engineering and other customer care colleagues to recommend and support implementation of improvement initiatives.
- **
Ensure the highest level of support and satisfaction on customer claims on a daily basis**:

- Manage claims management capacity (NB: mainly outsourced agents): forecast volume needs, build and maintain capacity management tools, monitor closely the use of capacity and costs, and adjust accordingly the level of support on a weekly / monthly basis
- Define KPIs and level of service standards on claim management. Monitor and share Customer Care KPIs (customer satisfaction, contact rate, time to solve, etc) on a daily/weekly/monthly basis. Set up, maintain and improve KPI monitoring & alerting tools
- Perform root cause analyzes to understand performance drivers and ensure sustainable improvementsTake ownership in solving any unexpected issue or prevent any risk on KPIs, in coordination with stakeholders (trade-in teams, central customer care team, outsourcing partners,)

**YOU ARE IN THE RIGHT PLACE IF**:
- You have significant experience in an B2C operations role with demonstrated impact on customer satisfaction
- You have advanced project management skills on transversal projects including business, product and engineering teams, with demonstrated ability to influence roadmaps towards company and customer benefits
- You are looking for a 360° role and a very hands-on experience allowing you to shape the strategy, execute projects end-to-end, ensure high standards on operations and be accountable for the impact on your scope
- You are impact-driven, and creative in finding solutions to achieve your goals in a frugal and fast-paced environment
- You are data-oriented and fully autonomous on data extraction, manipulation and analysis (SQL, advanced Gsheet skills incl. pivot tables, complex formu