Job Overview
Location
Paris
Job Type
Full-time
Category
Data & Analytics
Date Posted
April 11, 2026
Full Job Description
📋 Description
- • As a Staff Data Analyst in Care Analytics at Back Market, you will own the analytical problem space for customer care and shipping, transforming contact data into actionable insights that reduce friction, build trust, and enhance the customer experience in the circular commerce marketplace.
- • Your day-to-day responsibilities include owning customer satisfaction measurement across all care channels, diagnosing root causes of dissatisfaction, quantifying impacts on retention and trust, and delivering operational insights to improve BPO performance and agent management.
- • You will build and maintain evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist), measuring deflection rates, resolution quality, and cost-per-contact to ensure automation investments deliver value.
- • You will translate care contact patterns into product root-cause insights that inform roadmap priorities, reduce Contact Rate (LTCR), and improve Perfect Order Rate (POR), while developing seller-facing performance analytics to help marketplace partners meet quality standards.
- • You will partner with Product and Care Operations to design and evaluate experiments that quantify the impact of product improvements on care demand, set analytical standards for the team, mentor junior analysts, and collaborate directly with Care, Product, and Finance leadership to shape strategic decisions.
- • Back Market is a global marketplace for refurbished devices committed to making tech reliable, affordable, and sustainable, with 92% lower carbon emissions than new devices, and a mission to do more with what we already have.
- • You will join a purpose-driven team where your work directly contributes to environmental impact and customer trust, operating in a fast-paced, innovative environment that values rigor, experimentation, and storytelling.
🎯 Requirements
- • Strong SQL proficiency and comfort working with large, complex datasets — ability to build queries and explain business implications in the same breath.
- • A rigorous analytical mindset: understanding when correlation implies causation, designing experiments rather than just observing outcomes, and being transparent about data limitations.
- • A track record of operating at Staff or domain-owner level — owning end-to-end analytical problem spaces, influencing strategy, and delivering outcomes that shaped business direction, not just answering ad-hoc questions.
- • Excellent communication and storytelling skills: distilling complex, multi-variable analyses into clear narratives that drive action among senior stakeholders without losing nuance.
- • Experience working in customer-facing operations domains such as customer care, logistics, marketplace, or e-commerce, with an understanding that metrics reflect real human experiences.
🏖️ Benefits
- • Mission-driven work environment where your daily contributions reduce environmental impact and advance circular commerce.
- • Hybrid work model: 2 remote days per week, 1 remote work week per quarter, plus 3 flex days for flexibility and work-life balance.
- • Access to Employee Resource Groups, mentorship programs, comprehensive accessibility policies, and cultural competency training supporting diversity, equity, and inclusion.
- • Opportunity to work at a certified B Corp (score: 93.2) committed to ethical, sustainable, and inclusive business practices.
- • Career development in an innovative, fast-paced environment with impact-driven projects and support for professional growth.
Skills & Technologies
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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