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Customer Experience Specialist

Permanent contract
New York
Salary: Not specified
No remote work
Experience: > 2 years
Education: BAC+3

Back Market
Back Market

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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 $510 million, with a valuation of $5.7 billion. We have the objective of reaching 600 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, New-York, Prague, Berlin and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be part of a great and growing adventure that we hope will change the way the world consumes tech.

About the role

As a Customer Experience Specialist you will support our core Customer Experience team and our network of external partners around the world, working on the front lines to ensure that Back Market is delivering an exceptional customer experience.  

Your mission (if you accept it)

  • Provide high level support for our customer service partners and standard operations.
  • Manage operational needs, customer issue assistance and escalations and mitigations for our frontline service on a variety of topics, such as product, content, marketing, payment, processes.
  • Develop, apply and improve troubleshooting for problems with technical or processual complexities.
  • Manage cross-functional tasks, initiatives and responsibilities with different teams within Customer Service, such as Knowledge Management, Learning and Development, Program Management.
  • Create job aids and training materials for gaps identified in knowledge and process improvements
  • Collaborate with stakeholders and teams outside Customer Service to manage issue resolution and improvements for our customers.
  • Work with a variety of ticketing tools, ticketing systems, documentation platforms and communication channels.
  • Specialize in one or more areas and programs on assignment to achieve effective and impactful results.
  • You're in the place if you have:

  • Fluency in English, written and spoken.
  • Bachelor’s Degree as a minimum or 2+ years of relevant work experience 
  • Effective communication skills whether over email, phone, video call or even giving a webinar
  • Experience in customer service or with another highly operational profile.
  • A highly empathetic and motivated individual who is always striving for an exceptional customer experience
  • Exceptional attention to detail and excellent organizational and time management skills. You have a sense of urgency but at the same time don’t let any balls drop
  • Versatile and able to wear many hats. We move fast so you must be able to switch priorities and projects depending on the needs of the organization
  • Passion for tech, entrepreneurship and/or the environment
  • Experience in Zendesk, SQL, Tableau is a plus
  • #LI-FN1

    WHY SHOULD YOU JOIN US ? ✌🏼

    - An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,

    - Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right).

    - Professional development programs, internal mobility, and the opportunity to make your career what you want it to become.

    - A meaningful mission. But also fun. We're serious about changing the landscape of the electronics industry and we like to keep things spicy.

    - A booming scale-up: we are rapidly growing in Europe, the USA and in Asia!

    - Welcoming, safe, and inclusive working environment where everyone's opinion, differences, and backgrounds are heard and respected.

    Back Market is an Equal Opportunity Employer and we do not discriminate with regards to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, or any other basis protected by applicable law.

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