Team Lead (U.S. Customer Experience)

The Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no reason to buy new. This means the customer experience must match (or beat!) buying brand new products at every step of their journey. 

The Team Lead (U.S. Customer Experience) will lead a team of top-tier, internal customer care agents based in the NY office. They will be responsible for their day-to-day management and accountable for their performance. With a data-driven approach, they will identify opportunities and drive the implementation of new internal processes to improve the US customer experience. They will also collaborate closely with Marketing teams on e-reputation strategy.

• Manage a team of 4-8 internal care specialists who handle the most complex claims at Back Market: manage their performance, support their growth, improve their quality, etc.
• Be accountable for the US Internal Customer Care KPIs: contact rate, customer satisfaction, agents efficiency, agents training, customer escalations and social media responses.
• Be one of the main points of contact for the US Voice of Customer (VOC): identify pain points, coordinate with the right stakeholders to drive improvements and fix process gaps internally, work in crisis management mode when emergencies occur
• Collaborate with and influence cross-functional teams (Product, UX, Operations…) to improve customer experience through innovative projects and products. 
• Collaborate with our BPO partners to improve our agents' performance, and ensure we meet the KPIs and budget objectives.

• You have previous experience in customer service: working with customer care agents and/or BPO partners, improving processes and customer flows, driving projects to improve overall customer experience;   
• You have 2+ years of experience in managing a team;
• You’re a hands-on person who is interested in working side by side with customers and with their own team: that means taking actual contacts in order to keep that connection with the field;
• You are a charismatic leader who is able to bring people together in order to achieve ambitious goals together;
• You have 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;
• 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 impact
• You’re available to travel a few times per year to meet with the EU-based team and/or visit BPO partners
• A second language (French, Spanish, German) is a plus!

This position has an estimated annual base salary range of $80,000 to $95,000, plus opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as performance management of internal care teams. We welcome direct conversations with each candidate about compensation in all of our initial calls.