Team Lead, Back Market
U.S. Customer Experience
$80-95k
Plus opportunities for equity
Online marketplace for refurbished electronics
Job no longer available
Online marketplace for refurbished electronics
501-1000 employees
Job no longer available
$80-95k
Plus opportunities for equity
501-1000 employees
Company mission
To create a world that does more with what we already have by prolonging the lifespan of electronic devices through circularity and repair.
Role
Who you are
- You have previous experience in customer service: working with customer care agents and/or BPO partners, improving processes and customer flows, driving projects to improve overall customer experience
- You have 2+ years of experience in managing a team
- You’re a hands-on person who is interested in working side by side with customers and with their own team: that means taking actual contacts in order to keep that connection with the field
- You are a charismatic leader who is able to bring people together in order to achieve ambitious goals together
- You have knowledge of the e-commerce industry and have high customer experience expectations
- You have preferably worked in a start-up hyper growth environment
- You are solution oriented, focused on quick results and lean approach
- You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impact
- You’re available to travel a few times per year to meet with the EU-based team and/or visit BPO partners
- A second language (French, Spanish, German) is a plus!
What the job involves
- The Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no reason to buy new
- This means the customer experience must match (or beat!) buying brand new products at every step of their journey
- The Team Lead (U.S. Customer Experience) will lead a team of top-tier, internal customer care agents based in the NY office
- They will be responsible for their day-to-day management and accountable for their performance
- With a data-driven approach, they will identify opportunities and drive the implementation of new internal processes to improve the US customer experience
- They will also collaborate closely with Marketing teams on e-reputation strategy
- Manage a team of 4-8 internal care specialists who handle the most complex claims at Back Market: manage their performance, support their growth, improve their quality, etc
- Be accountable for the US Internal Customer Care KPIs: contact rate, customer satisfaction, agents efficiency, agents training, customer escalations and social media responses
- Be one of the main points of contact for the US Voice of Customer (VOC): identify pain points, coordinate with the right stakeholders to drive improvements and fix process gaps internally, work in crisis management mode when emergencies occur
- Collaborate with and influence cross-functional teams (Product, UX, Operations…) to improve customer experience through innovative projects and products
- Collaborate with our BPO partners to improve our agents' performance, and ensure we meet the KPIs and budget objectives
Our take
At a time when new smartphones launch frequently but with fewer new features and when individuals want to contribute to sustainability and the circular economy, Back Market is setting out to provide customers with a viable option of purchasing refurbished electronics goods.
The vision of the company is to become the default choice when it comes to electronics purchases, irrespective of the customers' budget. In order to materialise this vision, Back Market guarantees that all the devices sold on its platform are 100% functional. The company screens sellers before allowing them to join its platform and it monitors their performance in real-time by collecting detailed customer feedback. By doing this, it hopes to restore trust in refurbished devices and to make sustainability an easy, safe, and affordable choice.
Back Market operates in 16 counties and has a client roster that includes Netflix, Disney, BBC, Sony, and Apple. The company has also raised over $1 billion in capital, which has been invested in expansion across new and current markets. And with the recommerce market only growing, Back Market has a lot of room for exciting future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company benefits
- Hybrid working: Put on real pants only when you have to: work from home twice a week and remotely 1 week per quarter
- Comprehensive leave: Take the time you need for yourself and your people with a minimum of 25 days of PTO per year
- Parental leave: Family comes first with 12-14 weeks of fully paid parental leave, plus 5 weeks for the second parent
- Volunteer days: Get paid to stand up for a cause you believe in, two days per year
- Health insurance: Take care of yourself with comprehensive health plans
- Stock options: Your hard work doesn’t just benefit a few, it also benefits you
- Mental health support: Just as important as your physical health. We want to give you the support you need
- Annual retreat: Relax or party! We have something for everyone at our legendary All-Hands offsite
Company HQ
Beaubourg, Paris, France
Leadership
Thibaud Hug de Larauze
(Co-Founder & CEO)Previously a Logistic Export Assistant at Devanlay Lacoste and an Account Manager at Neteven.
Amandine Durr
(CPO)Amandine joined bAck Market in 2021 as CPO. Prior to this, they were a Product Director at ManoMano, a Senior Innovation product Manager at Kering, and CPO/CEO and Head of Product at We Are TV.
Clément Petit
(CFO)Previously spent nearly 3 years at Veepee, initially joining as a Financial Director before becoming CFO of France then later Group CFO. Prior to that, they spent 4 years at Elanco in Financial roles.
Dawn Baker
(CTO)Dawn joined Back Market in 2022 as Senior VP of Engineering, becoming CTO in 2023. Prior to this, they worked at Google as a Senior Director of Engineering, at Fitbit as the VP of Software Engineering, and at LinkedIn as a Senior Manager of Site Reliability Engineering.
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