Job Overview
Location
Paris
Job Type
Full-time
Category
HR & Recruiting
Date Posted
July 10, 2026
Full Job Description
đź“‹ Description
- • Lead, mentor, and coach a team of Process Managers, fostering a culture of ownership, data-driven decision-making, and continuous improvement (Kaizen/Lean).
- • Define the long-term vision and strategic roadmap for after-sales Care Operations, ensuring alignment with Back Market's overall product, operations, and business goals.
- • Manage team capacity, prioritization, and execution of complex, cross-functional CX improvement projects.
- • Serve as the ultimate owner and evangelist for the after-sales Customer Experience across the entire company.
- • Set the standard for customer-first process design, ensuring that new features, policies, and products incorporate great CX from inception.
- • Oversee the analysis of help requests, customer feedback (CSAT/NPS), and operational data to identify systemic pain points and prioritize improvement areas for the team.
- • Define robust governance for all Care processes, ensuring clear policies, SLAs, and routing rules are established and maintained.
- • Drive continuous process mapping and optimization initiatives (e.g., golden path definition, exception management) to minimize recontact rates and effort for customers, agents, and sellers.
- • Maximize the use of automation and self-service (Intercom Workflows, Fin AI, In House Automations etc.) to deliver a scalable customer experience and maximize First Contact Resolution (FCR).
- • Work closely with the AI Conversation Designer and AI Knowledge Manager to set up the right customer journey with Fin AI (Intercom AI Agent).
- • Act as the Business Leader for one of the Care Squad (called Trifecta and composed of one engineering manager, one product manager and one product designer).
- • Contribute to the Trifecta Vision exercise, bringing Business and Ops requirements (data backed) to the exercise.
- • Contribute to the squad road map planning and key initiatives impact estimation, finding compromise within the Trifecta to deliver improvements on the north star metric.
- • Contribute to the communication of key achievements and associated impact delivered over each quarter.
- • Own the definition, monitoring, and reporting of the key performance indicators (KPIs) for the after-sales support experience (e.g., FCR, CSAT/NPS, Time to Resolve, process adoption).
- • Build and maintain strong, trust-based relationships with senior stakeholders across Product, Engineering, Data, and Operations.
- • Lead the presentation of strategic changes (e.g., Care Process Committee), effectively communicating problem scope, data analysis, rollout plans, and performance outcomes.
🎯 Requirements
- • 7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management, with a focus on after-sales or customer support within a high-growth tech or e-commerce environment.
- • 3+ years of experience leading and managing a team of highly analytical specialists or process managers.
- • Proven expertise in Customer Journey Mapping, Process Design, and Optimization (Lean/Six Sigma methodology experience vis a plus).
- • Deep understanding and hands-on experience with Customer Support tooling and automation (ideally Intercom or similar platforms) and leveraging AI Agents for contact deflection.
- • Excellent analytical skills and a strong track record of using data (SQL, Tableau, etc.) to drive prioritization and measure impact.
- • Excellent cross-functional collaboration and communication skills, with the ability to influence and build consensus across diverse teams (Tech, Product, Operations).
- • A "roll up your sleeves" attitude, balancing speed and execution with meticulous attention to CX quality.
- • Fluency in English is required; another language (French, German, Spanish) is a plus.
🏖️ Benefits
- • 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.
Skills & Technologies
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.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Humana Inc.
2 months ago
Pylon Labs Inc.
1 month ago
Worldwide Holdings Corporation
2 months ago
Precision Medicine Group
3 months ago