Senior Customer Care Operations Manager (UK & US)

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? 

About the role:

The 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 UK and US customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks.

The Senior BPO Manager's primary responsibility is to manage the outsourced operations required for driving high-performing customer service teams supporting the US and UK businesses.

The manager will also be responsible for our Customer Services 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.

The role will require us to travel abroad around 2 weeks per quarter, to visit our BPO partners.

• Drive amazing customer satisfaction for our customers through the effective performance management of our business process outsourcing partners (BPO) that support the US and UK markets.
• 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 BPO performance & agent quality, productivity & cost per contacts) and be accountable for US and UK Customer Care KPIs: 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 BPO managers to share best practices and work on global care projects.
• Build strong relationships with the training team and agent quality teams.

• You are perfectly fluent in English. French is a plus
• You have experience working with BPO partners, or on Customer service related topics.
• 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'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

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.