Technical lead Manager - Care IT delivery

Hi, we’re 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.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

Are you ready to join us?

Our Care & Delivery IT team is at the center of Back Market's biggest customer experience transformation: Care 2.0. We're modernizing how we support millions of customers worldwide, moving from legacy systems to a cutting-edge SaaS ecosystem that makes refurbished tech easier to buy, own, and love. This isn't just another tech migration; it's our answer to scaling the circular economy without compromising the human touch.

You'll lead a team of two engineers (plus freelance partners) who build the integrations and automations that help 500+ customer care agents handle customer inquiries about purchases, trade-ins, and deliveries.

Your team owns the technical backbone: Zendesk, Intercom, Salesforce, Workato, Mayday, and more—connecting everything into one seamless customer journey.

Every workflow you ship directly impacts our customers, our sellers, and the agents supporting them. This is a hybrid role where you'll split your time between developing your engineers and staying hands-on with the work, architecting solutions, coding workflows, and problem-solving alongside your team.

And here's the mission-driven part: every automation you build helps us handle more refurbished devices at scale, which means more electronics saved from landfills and more people choosing circular over new.

Your missions 👇

Making your team better every day

• Build a collaborative engineering team that ships robust solutions our care agents, and customers will genuinely love

• Invest in your engineers' growth through coaching, mentoring, and creating real career development opportunities

• Create a team culture where people feel like they belong, can bring their whole selves, and are empowered to do their best work

• Champion open communication and a thriving feedback culture — because great teams are built on trust and transparency

Technical Strategy & Hands-On Impact

• Collaborate with Care Operations, Product, and Engineering to align your team with company objectives and ambitious IT maturity goals

• Build roadmaps that balance the requests coming from multiple business domains with a long-term technical vision and continuous technical improvement

• Deeply understand the team’s SaaS ecosystem and leverage that understanding to propose ideas that amplify and/or reduce the time to market of business outcomes

• Design and implement automation and integration solutions that are clean, maintainable, and scalable – making trade-offs when it makes sense.

Operational Excellence & Continuous Improvement

• Embrace an agile "build it and run it" mindset where your team owns what they build from launch to ongoing support

• Create a learning environment where experimentation is encouraged, and delivery proficiency keeps improving

• Lead initiatives that crush manual work, boost efficiency, and enforce best-in-class governance practices

• Be the champion for engineering best practices within the IT function and beyond!

You're at the right place if you have

• A passion for developing people and helping them reach their full potential

• The ability to balance team management with hands-on technical work in meaningful automation projects

• Openness to giving and receiving feedback in a safe, supportive environment

• Experience in IT engineering with knowledge of our tech stack: Zendesk/Intercom/Salesforce (at least 1 of them), Workato, APIs, Datadog (or similar monitoring service)

• Success in environments where leaders clear blockers, facilitate smart decisions, and find creative solutions

• Enthusiasm for reaching new levels of effectiveness through intelligent automation and continuous improvement

• A problem-solving mindset that navigates ambiguity with data, curiosity, and a UX-first approach

• A bias for action & experiment, test new approaches, learn from data, and iterate quickly to build more value

• Clear, effective communication in English (written and verbal)

Hiring Process

• Phone call with Yann - Tech Talent acquisition partner (45 minutes)

• Technical interview with our Care IT team (1 hour)

• Management & leadership interview with your future manager & another manager you'll partner with (1 hour)

• Stakeholders' interview with our Care leadership & product management (45 minutes)

• Cultural & Value interview with C-level from Back Market (45 minutes)

WHY SHOULD YOU JOIN US ? ✌🏼

At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).

No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like:

- A mission-driven work environment where your day-to-day makes an impact on the planet. Seriously.

- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 additional remote days.

- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values.

We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications.

If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.