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Back Market
Back Market

Customer Satisfaction Manager

Permanent contract
Tokyo
Salary: Not specified
No remote work
Experience: > 5 years

Back Market
Back Market

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Job description

Back Market is the world’s leading refurbished electronics marketplace with a team of 700 people, powering operations in 17 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 963,226 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.

Founded seven years ago in Paris, Back Market is the world's first online marketplace dedicated exclusively to second-hand devices. Similar to how Airbnb aggregates homeowners and travelers on one trusted platform to draw economic value from a previously underutilized asset — vacant living spaces — Back Market connects certified professionals specializing in the refurbishing and resale of used electronics with consumers looking for a more affordable, reliable, and environmentally-friendly alternative to buying new.

Already live in 15 European countries and in the US, with meteoritic growth since its founding in 2014 (run rate of several hundreds of millions of GMV), Back Market just raised $510M and is expanding to Asia to build the leading global marketplace for refurbished electronics and appliances.

Our concept is simple but radical. By helping our customers discover and purchase the highest quality refurbished electronics we are creating an alternative to the mainstream behavior of always purchasing new products. Prolonging the lives of these devices has a significant global impact. E-Waste accounts for 70% of all our toxic waste! By prolonging the lives of kitchen appliances, computers, mobile devices and more, we have already saved 3,766 tons of e-waste since 2014 💪

In this role, as a Customer Support Manager, you will be responsible for providing leadership and developing strategic directions for the entire customer support organization in Japan. You ensure global and Japan customer support organizations' needs are correctly prioritized, and oversees both internal and external (BPO) Customer Support Operations at a high level of quality. It includes 1) Overall BPO (Tier1) team operations management, 2) Internal CS team  (Tier 1+2)  operations quality control, 3) Managing Tier 2 escalation cases, and 4) Up-coming Customer Support team projects by using maximum understanding and knowledge of Back Market Quality assurance concept to gain an advantage over our competitors.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • You are accountable for Japan Customer Care team KPIs, contact rate, customer satisfaction and agents efficiency. 
  • Identify key projects to improve those KPIs and run those through with both BPO and Internal CS-team.
  • Prioritize each projects that will have strong impact on the customer experience journey.
  • Drive your projects from data driven business cases and find solutions for received inquiries through collaborating with many internal teams.
  • Gather and analyze Customer Care feedback (VOC) to make sure we keep capturing the Customer Voice and address projects in the right priority order.
  • Find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions.
  • Convert complex and deep dive analysis that you will lead into concrete and short-term feasible actions resulting with strong impact.
  • Find the right balance between short term quick wins and long term key foundation projects - Tools: select, implement and run specific tools for Japan (Back Office tool, Phone, Email...)- Analysis / Action plan: Analyze performance and drive specific action plans for JP market- Macros / templates: adjust all "draft response" to the Japanese market (not just translation but making sure we change our response and processes to provide the right response at the right time- Benchmark: benchmark competition and look for SP best practices- Charter: adjust the Quality charter to JP specific version.
  • Build strong relationship with the other function and stakeholders of the Customer Care team to fully leverage the impact of processes over Customer Care performance.

    • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 3~5 years of either managing a CS-Operation team or BPO CS-Team including QA/QC activities.
  • You are fluent in Japanese and English.
  • You have a good understanding of the ecommerce and retail environment and what will lead Back Market to success.
  • You are data-driven and feel comfortable with excel/Gsheet to run analysis and build business insights from data.
  • You have strong Project Management skills and are able to work with multiple stakeholders.
  • You are organized, structured, pay attention to details and have a lot of drive with a can-do / will-do attitude.
  • You want to work in an international environment, for one of the biggest European startup companies.
  • You are eager to learn and you want to immerse yourself in a very fast growing environment.
  • You are a fantastic team player, with whom it is cool to work alongside.
  • You want to enjoy our Tokyo, Shibuya-based office and our 2-days at the office policy.

    • RECRUITMENT PROCESS: 📅

  • Phyu, APAC HR Manager
  • Eishin, Head of Customer Satisfaction
  • Ryo, GM Japan
  • Alexis, Director of Operations and Growth APAC

    • WHY SHOULD YOU JOIN US ? ✌🏼

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

    - A meaningful company: we became a mission-driven company in January 2022.

    - Be part of a worldwide growing company based in Europe, the USA and Asia to face great challenges : you will have the freedom to innovate and adopt new ideas!

    - Work alongside passionate experts:  who will share their knowledge and help you develop and grow in your career. 

    - Grow your career: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1!

    - Leadership Academy by Back Market:“be a coach not a dictator” is at the core of this program ! We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.

    - An attractive salary, equity and a host of benefits including : Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc…

    - Remote friendly company : up to 3 days of remote work per week!

    - One Loving Tribe: you will have the opportunity to work in a fast-paced, open-minded and friendly environment. 

    - Be part of one of our Employee Resource Groups createdaround shared identities, common backgrounds and/or special interests crafted to be a safe space and an expressive outlet. 

    - Several internal events: The Monday Brief (weekly)/ The Somehands (monthly)/ The All Hands (annual).

    - We’re here to SABOTAGE: It’s our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.

    Back Market is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.

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