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?

The Escalation Hub mission is to make sure our customers and sellers have the best user experience. The customer and seller experience must match (or beat!) buying brand new products at every step, from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after-sale service.

As a Junior Seller Support Advisor (Mandarin speaker), you’ll contribute directly to this mission - acting as the first point of contact for our sellers, helping them resolve issues quickly, navigate our tools, and deliver the best possible experience to customers. You’ll ensure our sellers feel supported and confident in working with Back Market, because their success is the foundation of keeping customers happy.

A key part of this mission is to help our customers and sellers have a smooth journey with Back Market, enabling them to resolve most of their requests in a moment and with a few clicks.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

• Respond to seller demands in a timely and accurate way, via email & Salesforce.

• Identify needs and help them use specific features. You play a key role in educating our seller base.

• Be a mediator between internal stakeholders and sellers.

• Communicate in a clear and concise way, adapting your answers to the needs of each seller.

• 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 sellers.

• Assist content managers in improving our FAQ, aiming to reduce the overall contact rate by providing qualitative self-help to our sellers.

YOU ARE IN THE RIGHT PLACE IF: ⭐

• At least 1 year of experience in a customer service role overseeing a range of issues (ideally for an e-commerce marketplace) in a Sales or Support team.

• Previous experience in a fast-growing start-up and/or in the e-commerce is more than appreciated.

• Proven project management experience with success in managing deadlines, customers, and schedules.

• Demonstrated ability to resolve issues and maintain strong relationships with customers.

• You thrive in a fast moving environment and you are eager to learn new skills;

• Proven success managing customers on a Sales, Success or Support team.

SKILLS: 💡

• You are bilingual in English/Mandarin and able to provide written and oral support in both languages.

• High level of empathy - it’s important for our Support Advisors to be seen as trustworthy and reliable both internally and externally.

• You have ‘hands on’ attitude and know how to prioritize without leaving out on details;

• You learn new tools quickly and deeply, and are always tracking down new ways to streamline and gain efficiency.

• Service orientation with the ability to break down complex concepts for anyone to understand.

• Knowledge of important Support KPIs and oriented toward analytics and process improvement opportunities.

• 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.

WHY SHOULD YOU JOIN US ? ✌🏼

At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).

No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like:

- A mission driven work environment where your day to day makes an impact on the planet. Seriously.

- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.

- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values.

We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications.

If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.