About 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. Our mission is simple: to do more with what we already have.
The Role
Back Market runs on data. Every insight we surface, every model we build, every anomaly we catch is a step toward making refurbished tech the world's obvious choice — not the alternative. You'll own a domain end-to-end — from the data model to the boardroom decision. These aren't reporting roles. They're roles where your analytical judgment drives real business direction.
Customer Care Analytics Responsibilities
- Own the measurement of customer satisfaction across all care channels — diagnosing root causes, quantifying downstream impact on retention, and delivering insights that improve operations.
- Build evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost-per-contact.
- Translate care contact patterns into product root-cause insights that directly reduce Contact Rate and improve Perfect Order Rate.
General Responsibilities
- Own your analytical domain end-to-end — from data model to decision, you're the go-to person.
- Partner directly with senior leadership — not just delivering analyses, but shaping the questions we ask.
- At Staff level: mentor junior analysts and raise the bar for how the team approaches problems.
Why join us?
- A mission driven work environment where your day to day makes an impact on the planet.
- 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.
- Impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment.
Required Skills and Experience
- Strong SQL proficiency and comfort working with large, complex datasets.
- A track record of owning analytical problem spaces end-to-end.
- A rigorous analytical mindset: you understand causal vs. correlational reasoning, know the limits of your data, and can design a measurement framework from scratch.
- Excellent communication and storytelling skills.
- Experience in business analytics, commercial strategy, or a customer-facing operations domain (marketplace, e-commerce, logistics, or similar).
- 5+ years of experience in data analytics, or equivalent hands-on analytical ownership.
Tech Stack
- Data Warehouse: Google BigQuery
- Transformation: dbt
- Visualisation & BI: Omni, Amplitude
- Languages: SQL (essential), Python (very useful)
- Care tooling: Zendesk, Intercom
- Experimentation: A/B testing and incrementality frameworks
Nice to have
- Python proficiency for statistical work, modelling, or analytical automation.
- Domain familiarity: pricing/revenue management for Commercial; care platform experience (Zendesk, Intercom) for Care; logistics or carrier analytics for Shipping.
- Experience designing experiments in an operational context (A/B tests, holdouts, or incrementality measurement).
