This position is no longer available.
Back Market
Back Market

Content Manager Intern - Seller Experience

Internship
Bordeaux
Salary: Not specified
No remote work

Back Market
Back Market

Interested in this job?

Questions and answers about the job

The position

Job description

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.  

Back Market is undergoing meteoric growth and has raised over 884M€ already! We have the objective of reaching 1000 Back Makers (or Saboteurs) by the end of 2022! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, Berlin, London, Prague, New-York and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be a part of the movement. Join the refurb revolution.

💥The season is open for Internships in #customercare for July 2022!💥

Great news - we are opening our campaign for July Interns 2022 and since you're here we bet you're curious about joining the human resource field. Why not become a Saboteur and learn from the best at Back Market?

What's in it for you? You will be able to build something you're proud of, not to mention you will be a part of something that is inspiring by itself - a sustainability driven business model. Our internship program will challenge you by giving you ownership of dedicated projects and the space to start your own initiatives to completion with the support of the managers & the team.

Who are we looking for? We’re looking for dreamers that are makers, people that want to make a change, that are eager to learn, grow and make things happen. If on top of that you have an itch for technology, the circular economy, and are a team player you will feel the vibe with us.

In order to improve seller experience and satisfaction using Back Market, we are looking for a motivated and talented Content Manager to make our knowledge base the reference in the domain. At Back Market, our Seller Support Center is pivotal to our success. You will be able to contribute to the overall business by leveraging your findings and indirectly supporting our sellers across their partnerships with Back Market through our wonderful B2B FAQ.

As a member of the Global Operations Team, you will be responsible for the content creation, updates, new features and structure of our Seller FAQ. Your writing will be the lifeline that connects all seller touchpoints. You’ll bring your writing to produce clear, concise, and sincere content that anyone can understand. 

Your Missions, if You Accept it:

  • Improve the content of our Seller FAQ in accordance with external & internal changes (we’re a fast-growing company and things are moving constantly, adaptation is key).
  • Monitor & respond to internal requests related to article updates or creations, always willing to assist the teams on their respective needs. 
  • Analyze, understand and report on the level of performance of our FAQ. Implement concrete actions to improve KPIs, having a data-oriented approach and keeping in mind that there might be better ways to approach situations. 
  • Identify pain-points to improve overall Seller experience & satisfaction and report on them.
  • Assist in developing the self-care knowledge base for Sellers and improve the support with innovative content.
  • Participate in the addition of new features (Chat & ChatBot, Outbound Calls…). 
  • In busy period, assist the team and respond to seller queries in a timely and accurate way, via email or chat.
  • 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 our sellers.
  • Improve our most used templates, generally used to provide answers for our sellers. 
  • Gather feedback and share with our Product, Sales and Marketing teams.

    • You're at the Right Place, if you have:

  • Any experience in a support position overseeing a range of issues (ideally, building a knowledge base for an E-commerce marketplace) is ideal. 
  • Previous experience in a fast-growing start-up is a big plus.
  • Proven project management experience with success in managing deadlines, customers, and schedules.
  • Proven success managing claims, tickets and requests of any kind.

    • Skills

  • Native English speaker (or perfect fluency), if you can speak French on top of that that’s even better. Any other language is a plus, particularly Spanish, German, Chinese.
  • Outstanding written and verbal communication skills, this is where you shine.
  • Knowledge of important Support KPIs is a plus.
  • 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.
  • Not only that, but you exhibit an extreme attention to detail and meticulous organizational habits.
  • Superb listening skills and the proven ability to dig deeper to uncover the seller’s true concerns.
  • 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
  • You are confident in support conversations, and can break down complex concepts for anyone to understand.
  • You are extremely perceptive and are highly emotionally intelligent, making you agile in adapting your approach to any audience and personality.

    • 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 - you will be the voice of Back Market to our sellers. It is of major importance 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.

    • 1. How can I best prepare for the interviews? 

    Research. There’s blogs, there’s social media accounts, there’s a lot to discover and, believe us, that information will not go unnoticed in the interviews.

    Practice. It’s not a secret that a question “please introduce yourself” is something that will be the start of many interviews and this is surely something you can prep for, it will ease your stress! 

    2. How do I know which team I’ll be allocated to? Which city?

    Some teams are based in Paris, some in Bordeaux, therefore, it depends on this. You can share your flexibility in the application. Paris office (199 rue Championnet 75018) & Bordeaux office ( 123 Rue Lucien Faure, 33300). The offices are brand new & top-notch, I promise you :)

    3. What is the application & recruitment process?

    The application is straight forward - you attach your CV and answer some filtering questions. You choose the language you prefer to use in the conversations, except the initial call with HR. The rest of the process: 

    - 30 min HR call with the recruiter (in English);

    - 48 hours to work on a technical test;

    - 30-45 minutes interviews (one of couple) to meet the team & evaluate your skills and cultural fit

    4. Is the internship paid? What else is in the package?

    Yes, indeed, the internships are paid. You also get meal vouchers, 6 days off throughout the 6 months & support for public transport expenses. And some discounts on Back Market’s platform, bien sûr! 

    5. How are the interviews conducted?

    Phone call with the recruiter and then video calls (we use Zoom!).

    WHY SHOULD YOU JOIN US ? ✌🏼

    - A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!

    - An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc… 

    - Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

    - Grow your career with a flexible career path, Back Market can help you evolve!

    - A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

    - We embrace work life balance which includes flexible working hours and the opportunity to work from home. 

    - A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Want to know more?