Hybrid Technical Lead Manager – Care & Delivery IT

at Back Market

• Job title: Technical Lead Manager – Care & Delivery IT
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Paris, France

About the role

• Lead a team of engineers and freelance partners to build integrations for customer care automation. Contribute to Back Market's mission of transforming the customer experience with refurbished tech.

Responsibilities

• 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
• 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.
• 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!

Requirements

• 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), 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).

Benefits

• 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.