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?

YOUR MISSION (IF YOU ACCEPT IT): 🥇

Primary Focus: Deliver Care 2.0 for Germany, Spain & France

• Drive delivery of Care 2.0 migration to Intercom for the next 3 key markets (DE, ES, FR), including feature iterations that will enhance existing markets and set the foundation for future rollouts

• Manage day-to-day prioritization across CDIT dependencies from multiple product squads

• Write clear requirements and user stories in Jira, ensuring all specifications are complete and ready for implementation

• Organize refinement sessions with the CDIT team to ensure full understanding of requirements before development

• Leverage your Intercom expertise to help Scope PMs understand and utilize existing platform capabilities, identifying opportunities to solve requirements with native features

• Triage incoming requests from business teams - prioritize bugs, coordinate with relevant PMs on feature requests

• Own ticket routing logic across different Care scopes, identifying and flagging potential conflicts

• Support QA processes to ensure smooth launches in each market

• Represent CDIT in cross-functional discussions, helping clarify requirements based on Intercom setup and technical capabilities

Secondary Focus: Prepare Q2 Roadmap & Final Global Rollout

• Complete discovery work for the final Care 2.0 markets (Rest of World & Japan) launching in Q2 2026

• Prepare the Q2 roadmap in collaboration with Scope PMs and the Care Group PM, ensuring CDIT delivery capacity aligns with market rollout priorities

• Document learnings from DE/ES/FR launches to streamline future rollouts

Ongoing Responsibilities

• Maintain Sprinklr configuration - understand key requirements, sync with business stakeholders, write tickets as needed

• Support the CDIT team with rollout of platform changes and updates

• Keep documentation current to ensure smooth handover and easy maintenance

YOU ARE IN THE RIGHT PLACE IF: ⭐

• You have 1-3 years of product management experience or equivalent hands-on experience with product delivery

• You have strong knowledge of Intercom (or can quickly become an expert) - you understand its capabilities, configuration options, and how to maximize its features

• You're a delivery powerhouse who thrives on getting things done and shipping features

• You have strong organizational and prioritization skills - you can juggle multiple stakeholders and competing priorities with ease

• You possess excellent written and verbal communication skills in English

• You're comfortable working in a fast-paced, agile environment with engineering teams

• You're detail-oriented and rigorous - nothing slips through the cracks on your watch

• You can work independently while knowing when to ask for help or escalate

• You're available for a 3-month contract starting as soon as possible

• You're excited about contributing to a sustainability-focused mission and improving customer experience at scale

Nice to Have:

• Previous experience with Zendesk or similar support platforms

• Experience working in customer support or operations teams

• Familiarity with low-code/no-code tools and platform configurations

• Experience with multi-market product rollouts

WHAT YOU WON'T BE DOING:

• Strategy or vision work - high-level product priorities are set by the Care Group PM

• Long-term roadmap planning - quarterly priorities are defined collaboratively with leadership

• Impact analysis on NSM (North Star Metric) - this remains with permanent PMs