US Customer Care Manager
Back Market

Back Market

US Customer Care Manager

  • CDI 
  • New York
  • Éducation : Non spécifié
  • Expérience : > 5 ans

L'entreprise

Back Market

Back Market

  • Environnement / Développement durable, Économie collaborative, E-commerce
  • Entre 250 et 2000 salariés

Le poste

US Customer Care Manager

  • CDI 
  • New York

  • Éducation : Non spécifié
  • Expérience : > 5 ans

Who are they?

BackMarket is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Back Market
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Job description

Back Market is the world’s leading refurbished electronics marketplace with a team of more than 650, powering operations in 16 countries (and counting!).

Back Market is undergoing meteoric growth and has raised $884 million, with a valuation of $5.7 billion. Our mission is simple: empowering people to buy 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.

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

About the job:

The Quality and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step of their journey. 

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

The US Customer Care Manager's primary responsibility is to manage the operations required for driving high-performing customer service teams supporting the U.S. business.

The manager will also be responsible for our business process outsourcing (BPO) partners, and will serve as project lead for partner onboarding, partner site implementation, executing change processes, and maintaining operational cadences as outlined within the contract.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Drive amazing customer satisfaction for our customers through the effective performance management of our business process outsourcing partners (BPO) that support the US market. 
  • Lead data analysis, insights, and reporting on key metrics to drive and improve business performance and help develop strategic roadmaps that drive results.
  • Deliver department performance reports to the executive committee and General Managers (on Quality, productivity & cost per contacts) and be accountable for US Customer Care KPIs: contact rate, customer satisfaction and agents efficiency. 
  • Identify, implement, and optimize key projects to improve those KPIs; work with teams across departments to ensure project success.  
  • Provide reporting based on root cause analysis and identify clear action plans to ensure quality improvements that drive higher efficiency.
  • Build strong relationships with the other Country Care managers to share best practices and work on global care projects.
  • Build a strong relationship with the US training team to fully leverage the impact of processes over Customer Care performance
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 6+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects).
  • You have experience working with BPO partners (mandatory).
  • You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts.
  • You have experience in best-in-class customer service organizations.
  • You work collaboratively on a team while exhibiting a strong sense of ownership.
  • You have a strong knowledge of the e-commerce industry and have high customer experience expectations.
  • You have preferably worked in a start-up hyper growth environment.
  • You are solution oriented, focused on quick results and lean approach
  • This position has an estimated annual base salary range of $80,000 to $120,000, plus opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as performance management of BPOs. We welcome direct conversations with each candidate about compensation in all of our initial calls.

    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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