Job Overview
Location
Barcelona
Job Type
Full-time
Category
Product Marketing Manager
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Provide multilingual customer support in both German and English across multiple channels including email, phone, social media, and live chat, ensuring timely and accurate resolution of customer inquiries.
- • Deliver a customer experience that matches or exceeds the quality of purchasing brand-new products, from initial purchase to after-sales service, reinforcing Back Market’s mission of sustainable tech consumption.
- • Proactively identify opportunities to enhance the customer journey and implement improvements specific to the German-speaking market.
- • Achieve and continuously improve key performance indicators such as response time, customer satisfaction rate, and first-contact resolution rate.
- • Coach and guide outsourced customer service agents through daily online support and occasional in-person visits, ensuring consistent service quality and adherence to brand standards.
- • Actively participate in testing and validating new customer-facing tools, platforms, and workflows to optimize service efficiency and user experience.
- • Collaborate cross-functionally with Care Ops, Content & Training teams, and other departments to align customer feedback with operational improvements and product enhancements.
- • Serve as the primary advocate for the customer voice within the organization, translating feedback into actionable insights for internal teams.
- • Manage high volumes of customer interactions with precision, prioritizing tasks effectively without compromising attention to detail.
- • Utilize analytical skills to interpret customer data and service metrics, identifying trends and proposing data-informed solutions to recurring issues.
- • Maintain a hands-on, entrepreneurial approach by taking ownership of initiatives, driving process improvements, and seeking out learning opportunities in a fast-paced environment.
- • Contribute to transversal projects that impact customer care operations, ensuring seamless integration of customer needs into broader company goals.
- • Demonstrate strong written and verbal communication skills in both German and English, adapting tone and style appropriately across digital and verbal platforms.
- • Embrace a culture of continuous improvement by staying updated on e-commerce best practices, emerging customer service technologies, and sustainability-driven consumer expectations.
- • Represent Back Market’s values in every customer interaction, reinforcing trust, transparency, and environmental responsibility.
- • Maintain accurate records of customer interactions and feedback, ensuring all data is documented and accessible for reporting and analysis.
- • Stay aligned with company-wide KPIs and departmental objectives, consistently delivering measurable improvements in service quality and customer retention.
🎯 Requirements
- • Fluent in both German and English, with excellent written and oral communication skills in both languages
- • At least 1 year of experience in a customer care or customer service role
- • Experience working in e-commerce or with social media customer support is a plus
- • Strong analytical skills and comfort with data manipulation and interpretation
- • Proven ability to prioritize tasks and manage multiple channels of communication efficiently
- • Experience coaching or mentoring outsourced customer service agents
🏖️ Benefits
- • Hybrid work environment with 2 remote days per week, 1 remote work week per quarter, and 3 flex days
- • Mission-driven work environment where daily efforts directly reduce environmental impact through refurbished tech
- • Access to Employee Resource Groups including mentorship programs, accessibility policies, and cultural competency training
- • Support for diverse and inclusive hiring practices as a certified B Corp company (93.2 score)
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Back Market Inc.
Back Market operates an online marketplace specializing in professionally refurbished electronics. Founded in 2014 and headquartered in Paris, the company connects certified refurbishers with consumers across North America and Europe, offering smartphones, laptops, tablets, and household appliances. Each device undergoes testing, repair, and quality control to meet warranty-backed standards. The platform aims to extend product lifecycles, reduce electronic waste, and provide affordable alternatives to new electronics. Sellers are vetted for compliance, and Back Market handles logistics, customer support, and guarantees. Revenue comes from commissions on sales and partnerships with carriers and insurers.
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