Back Market is hiring a
Seller Support Advisor

Summary

Back Market is seeking a motivated and talented Seller Support Advisor to improve seller experience and satisfaction. The role involves managing requests, educating sellers, mediating between stakeholders, analyzing product malfunctions, updating databases, informing sellers about new features, and assisting content managers in improving FAQ.

Requirements

• At least 1 year of experience in a customer service role overseeing a range of issues (ideally for an e-commerce marketplace)
• Previous experience in a fast-growing start-up 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
• Proven success managing customers on a Sales, Success or Support team

Responsibilities

• Respond to seller queries in a timely and accurate way, via email
• Identify needs and help them use specific features
• 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
• Inform sellers about new features and functionalities
• Assist content managers in improving our FAQ, aiming to reduce the overall contact rate by providing qualitative self-help to our sellers

Preferred Qualifications

• Perfect fluency in English language. Any other language is a plus, particularly French, Spanish, German or Chinese
• Excellent written and verbal communication skills
• Service orientation with the ability to break down complex concepts for anyone to understand
• Knowledge of important Support KPIs
• You are tech- and data-savvy
• You learn new tools quickly and deeply, and are always tracking down new ways to streamline and gain efficiency
• You exhibit extreme attention to detail and meticulous organizational habits
• Superb listening skills, service mindset and the proven ability to dig deeper to solve problems
• Time management skills and a strong sense of urgency, ownership and accountability, you will need to be able to prioritize constantly
• Orientation toward analytics and process improvement opportunities

Benefits

• A meaningful job: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
• A meaningful company
• Be part of a worldwide growing company
• 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
• 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 created around 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