Senior/Staff Data Analyst – Care Analytics

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?

Join our Data, Analytics & Insights team as we sabotage the "new device at all costs" mentality — one customer care insight at a time. You'll be working alongside product teams, care operations, and finance leadership to turn mountains of contact data into actionable intelligence that reduces friction, builds trust, and keeps customers coming back. This role is about making our customer care experience so good that it becomes a competitive advantage in the fight for circular commerce.

We're looking for someone who can own the entire analytical problem space for Care & Shipping — not just answer one-off questions, but shape the questions we ask and how decisions get made.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

Care Analytics:

- Own the measurement of customer satisfaction across all care channels — diagnosing root causes of dissatisfaction, quantifying their downstream impact on retention and trust, and delivering operational insights that drive real improvements in BPO performance and agent management.

- Build and maintain rigorous evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost-per-contact to ensure our automation investments actually deliver.

- Translate care contact patt...