Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries (and counting!).
Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps
lower our collective environmental impact. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.
Be part of an exciting and growing international adventure that will change the way the world consumes tech.
The Training & Content team is responsible for keeping our customer service agents constantly updated with the right information and expertise to support our customers. Our existing content landscape consists of more than 5000 pieces of updatable content, containing 1.5M words available in 5-17 languages.
We are looking for an experienced instructional designer to support us in taking our customer service learning to the next level, with three main areas of responsibilities :
1. You will be designing and delivering high-quality educational content for our customer service agents with the goal to achieve outstanding customer service.
2. You will take the lead in managing our online platform of digital content and ensure that our customer service partners have all the right training at their fingertips.
3. You will ensure that key learning metrics are tracked, and make new training proposals based on findings.
YOUR MISSION (IF YOU ACCEPT IT) 🥇
- Primary owner of our LMS platform, coordinating with team members to keep our catalogue of training relevant & up to date for our partners.
- Take the lead in delivering & developing our Train-the-trainer program
- Foster close relationships with internal teams, SMEs (subject matter experts), and external partners to create the best training programs possible.
- Design and deploy engaging training using our authoring tool & video (Evolve), and publishing your content through our LMS (360 Learning).
- Identify KPIs to measure the learning impact and comprehension of the training your design and deploy.
- Facilitate live and recorded learning when needed. Some international travel expected.
YOU ARE IN THE RIGHT PLACE IF YOU: ⭐
- Must have completed studies in an instructional design or L&D related discipline, or have equivalent experience.
- You have a strong knowledge of UX/UI and/or learning design concepts.
- Must have 5 - 6 years experience working with an LMS. Experience with 360 Learning is a plus
- Must have previous experience in designing engaging e-learning training with professional authoring tools (Intellum Evolve is a plus).
- Previous experience as a trainer within a customer service environment is a plus.
- You collaborate well with key stakeholders and have demonstrable experience in leading learning projects through to completion.
- You’re detail oriented and possess excellent organisational skills
- Knowledge of HTML, CSS, and JavaScript nice to have
- English fluency is a no-brainer, French, Spanish, German or Japanese is a plus
RECRUITMENT PROCESS: 📅
- Interview with our Talent Acquisition team
- Live technical test with our Training & Content team
- Interview with our Head of Back Market After Sales
- Back Market Value interview
WHY SHOULD YOU JOIN US ? ✌🏼
- A meaningful job: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
- A meaningful company: we became a mission-driven company in January 2022.
- Be part of a worldwide growing company based in Europe, the USA and Asia to face great challenges : you will have the freedom to innovate and adopt new ideas!
- Work alongside passionate experts: who will share their knowledge and help you develop and grow in your career.
- Grow your career: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1!
- Leadership Academy by Back Market:“be a coach not a dictator” is at the core of this program ! We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.
- An attractive salary, equity and a host of benefits including : Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc…
- Remote friendly company : up to 2 days of remote work per week!
- One Loving Tribe: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
- Be part of one of our Employee Resource Groups createdaround shared identities, common backgrounds and/or special interests crafted to be a safe space and an expressive outlet.
- Several internal events: The Monday Brief (weekly)/ The Somehands (monthly)/ The All Hands (annual).
- We’re here to SABOTAGE: It’s our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.
Back Market is an Equal Opportunity Employer which means we pledge to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.
Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.
