Escalation Hub - Care Manager

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?

The Escalation Hub mission is to make sure our customers and sellers have the best user experience.

The customer and seller experience must match (or beat!) buying brand new products at every step, from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after sale service.

A key part of this mission is to help our customers and sellers have a smooth journey with Back Market, enabling them to resolve most of their requests in a moment and with a few clicks.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

• Handle Incoming customer and seller requests on complex and critical issues

• Provide our customer and sellers with quick and clear information

• Manage different channels to answer customer and sellers (email, phone, social media, live chat, etc.)

• Exceed customer and seller expectations and ensure that all your key performance indicators (response time, satisfaction rate, etc.) improve;

• Be a key actor in testing new customer-related solutions/tools;

• Carry the customer’s voice across Back Market.

YOU ARE IN THE RIGHT PLACE IF: ⭐

• You are bilingual French/English, (English/Spanish, English/German, depending on the market)

• You have excellent written and oral communication skills;

• You have at least 1 year of experience in a Customer or Seller Care position;

• Previous work experience in e-commerce and/or social media is a plus;

• You are committed to making our customers happy;

• You like to do concrete things and have a ‘hands on’ attitude;

• You thrive in a fast moving environment and you are eager to learn new skills;

• You know how to prioritize without leaving out on details;