Senior/ Expert Data Analyst - Care

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).