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Technical lead Manager – Care & Delivery IT1 day ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.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, 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.Role & ResponsibilitiesMaking your team better every dayBuild a collaborative engineering team that ships robust solutions our care agents, and customers will genuinely loveInvest in your engineers’ growth through coaching, mentoring, and creating real career development opportunitiesCreate a team culture where people feel like they belong, can bring their whole selves, and are empowered to do their best workChampion open communication and a thriving feedback culture—because great teams are built on trust and transparencyTechnical Strategy & Hands‑On ImpactCollaborate with Care Operations, Product, and Engineering to align your team with company objectives and ambitious IT maturity goalsBuild roadmaps that balance the requests coming from multiple business domains with a long‑term technical vision and continuous technical improvementDeeply understand the team’s SaaS ecosystem and leverage that understanding to propose ideas that amplify and/or reduce the time to market of business outcomesDesign and implement automation and integration solutions that are clean, maintainable, and scalable—making trade‑offs when it makes sense.Operational Excellence & Continuous ImprovementEmbrace an agile “build it and run it” mindset where your team owns what they build from launch to ongoing supportCreate a learning environment where experimentation is encouraged, and delivery proficiency keeps improvingLead initiatives that crush manual work, boost efficiency, and enforce best‑in‑class governance practicesBe the champion for engineering best practices within the IT function and beyondQualificationsA passion for developing people and helping them reach their full potentialThe ability to balance team management with hands‑on technical work in meaningful automation projectsOpenness to giving and receiving feedback in a safe, supportive environmentExperience in IT engineering with knowledge of our tech stack: Zendesk/Intercom/Salesforce (at least one of them), APIs, Datadog (or similar monitoring service)Success in environments where leaders clear blockers, facilitate smart decisions, and find creative solutionsEnthusiasm for reaching new levels of effectiveness through intelligent automation and continuous improvementA problem‑solving mindset that navigates ambiguity with data, curiosity, and a UX‑first approachA bias for action & experiment, test new approaches, learn from data, and iterate quickly to build more valueClear, effective communication in English (written and verbal)Hiring ProcessPhone 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 and 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 You Should Join UsAt 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).BenefitsA 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 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.Seniority levelMid‑Senior levelEmployment typePart‑timeJob functionEngineering and Information TechnologyIndustriesInternet Marketplace Platforms#J-18808-Ljbffr
