** 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 over 884M already! We have the objective of reaching 1000 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 a part of the movement. Join the refurb revolution.

At Back Market, our customer experience is pivotal to our marketplaces success.

Reporting directly to the Director of Customer Delight, you will lead the team responsible to deliver an after sales customer experience which is so memorable that our customers never purchase new again. You will also contribute to the overall business by supporting the growth of our customer base and increasing our customer lifetime value.

Our Customer Support team is spread across France, Germany, Spain and the US and we work with Business Process Outsourcing (BPOs) located all over the world.

- **Lead our team of customer service agents to meet our strong quality targets:**

- Manage the day to day operations with our Business Process Outsourcing (BPO) agencies (4 BPOs, 6 sites, 300 agents): ramp up/down, forecast & budget monitoring, quality KPI monitoring, agent training, etc.

- Improve our ways of working, training and quality monitoring with our BPOs so that our agents deliver better quality, day after day.

- **Grow the customer service team while keeping very high quality standard**

- Scale our operations from 300 agents to 500 by the end of 2022

- Drive the operations toward top notch Customer Support KPIs: response time, customer satisfaction, iteration, time to solve, etc.

- Follow-up and monitor customer experience KPIs evolution across all channels: underperformance root cause analysis, corrective action plans, proactive alerting, etc.

- **Own customer support budget: y**ou will be fully responsible for the Customer Support Global budget: forecast, C-level approval, monthly reporting, board preparation, etc.

- **Strategic thinking and foresight**:

- Build a clear vision of our Customer Support Operational strategy (outsourced vs in house, inshore vs off-shore, etc.) along with a detailed data driven roadmap showing how you will deliver this vision.

- Build our Customer Support contact channel strategy and structure a roadmap of initiatives backed with expected impact on our Customer Experience KPIs

- Build a clear vision of our required Tech evolutions to build the best Customer Support tools for our agents to best address our customers claims

- **To help you on this journey you will:**

- Be supported by a team of 20 talented Back Makers dedicated to the different aspects of your scope of work : BPO management, agent training, agent quality monitoring, support on social media, internal support team, etc.

- Collaborate with our current and future external BPOs

- Work hand in hand with our Global Voice of The Customer team, dedicated to improving our customer experience globally (process, selfcare, product evolution, etc.)

- Work hand in hand with our Product and Tech teams on all tech projects needed to improve our after sales efficiency (agents tool, seller back office, billing and invoicing system, etc.)

**YOU ARE IN THE RIGHT PLACE IF: ?**

- The Director of Customer Support will display strong leadership, team building, project-management and delegation skills. I

- You have over 10 years experience leading large complex customer support operations in fast growing e-commerce companies;

- You have 10 years of experience in managing BPO operations and demonstrated your ability to scale customer support operations to a mature level;

- You have an experience as a Comex member, VP or Director in an e-commerce or marketplace, and/or possibly retail;

- You engage easily at Comex level, proactively advocating your visions, along with your data-driven roadmap to take our customer support to the next level;

- You are an inspiring leader, outgoing and enthusiastic!

- You have experience in hiring, managing teams and help people grow, encouraging problem-solving, strategic thinking and customer-orientation amongst the team;

- You have rock solid Problem-solving and analytical skills with a data-driven mindset:

**RECRUITMENT PROCESS: ????**

- Recruiter Screen with Lucie, our Talent Acquisition Partner

- Interview with Sebastien, our Head of Customer Delight

- Interview with Youenn, our Director of Customer Delight

- Interview with Raoul, our COO

- Interview with Thibaud one of our founder and CEO

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

- An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc

- Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

- Grow your career with a flexible career path, Back Market can help you evolve!

- A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

- We embrace work life balance which includes flexible working hours and the opportunity to work from home.

- A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.

**Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.**

* Contract Type: **Full-Time**

* Location: **Barcelone, Spain (08007)**