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About the Role

As a member of the APAC Supply team, you will be the initial point of contact for sellers needing assistance with Back Market operations. This hands-on support role involves solving practical problems, communicating with stakeholders, learning new tools, and improving support delivery.

Responsibilities

Support all requests coming from sellers through the Seller Support Center, email, and other communication systems for the APAC region.
Respond to seller queries accurately and in a timely manner via email or chat, escalating to calls or meetings when necessary.
Communicate clearly and concisely with sellers.
Follow up to ensure seller issues are resolved.
Act as a mediator between stakeholders and sellers, adapting communication to individual seller needs.
Analyze and report product malfunctions, potentially by testing scenarios or impersonating users.
Update internal databases with information on technical issues and seller discussions.
Identify seller needs and educate them on using specific features.
Communicate and inform sellers about new back office features and functionalities.
Assist stakeholders in improving the seller FAQ to reduce contact rates through self-help resources.
Gather feedback and share it with the Product, Sales, and Marketing teams.

Requirements

Ability to speak and write fluently in Japanese and English.
1-3 years of experience in sales, business development, account management, or operational support roles.
Ability to quickly learn new tools, policies, and operational processes.
Understanding of CRM software and ticketing systems.
Ability to effectively work with multiple stakeholders (Finance, Care, Product).
Customer-focused with the ability to resolve complex issues while maintaining strong client relationships.
Strong attention to detail in recording cases, checking information, and following processes.
Practical and proactive approach to problem-solving.
Empathy and excellent communication skills.
Previous experience in e-commerce companies or fast-growing startups is preferred but not mandatory.

Skills

Sales
Business Development
Account Management
Operational Support
CRM Software
Ticketing Systems
Communication
Problem-Solving
Attention to Detail
Customer Service

Location

Tokyo

Work Type

Hybrid

Experience Level

1-3 years

Benefits

Impact-driven work with hands-on career development.
Innovative, driven, and fast-paced environment.
Mission-driven work environment with positive 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.
Cultural competency training.

About the Company

Back Market is a global marketplace for refurbished devices, aiming to make tech reliable and affordable while reducing environmental impact.
We offer trustworthy, affordable tech with significantly lower carbon emissions than new products.
Our mission is to do more with what we already have.
We are a high-scoring certified B Corp company (93.2).

Equal Opportunity

We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives.
We encourage applications even if you don't meet all qualifications.
Reasonable accommodations are available for the interview process.