In less than a decade, ManoMano has become a key player in the home improvement and renovation sector.
Founded in France in 2013 by two French DIY enthusiasts amazed at the lack of digitalization in the market, ManoMano is now present in 6 European countries (France, Belgium, Spain, Italy, Germany, UK), federates over 5,000 sellers and now offers the widest range of DIY and gardening products online (+19 million products references).
Motivated by the prospect of improving the living environment of their customers and convinced of the importance of the home market for sustainable consumption habits, the ManoMano teams want to help write a new page in their industry, which is struggling to reform itself. ManoMano brings to a highly technical world the power of its sector expertise, combined with that of data and digital in all its dimensions, to offer our customers easy access to innovative advice, products and services 100% online.
The ambition of the Founders and, above all, of Manas & Manos? To accompany this sector transformation with a strong culture of boldness, in an ingenious and frugal organization that places people and teams at the heart of the company's development.
MISSIONS
As Technical Support Engineer within the Seller Support team, and working directly for Lead Seller Support, you will play a key role in the long term improvement of the Seller Experience by speeding up the resolution of their technical issues and improving the efficiency of the Tools provided to our sellers.
The ideal candidate will have a seller-oriented and customer-obsessed mindset and strong motivation to build a career in e-commerce. We are also looking for candidate who is enthusiastic, detail-oriented and demonstrates ownership.
The role is based out in the Barcelona office.
Your missions:
- Manage and solve sellers related incidents at every stage: identification, creation, prioritization, communication to Seller Support, Seller Partnership and product teams.
- Manage bug escalations: qualification, troubleshooting, reproduction, direct resolution or identification of their root cause, escalation to the development teams, quick-win resolutions and follow-up and testing long-term resolution.
- Become a technical expert of the ManoMano environment and tools and share this knowledge within the Seller Support team level 1 and level 2.
- Participate in the adoption process of new technologies for our sellers: migration to new systems, functional and technical documentation for our sellers etc.
- Maintain high performance metrics such as SLA, Time to Resolve and Productivity
- Contribute to the continuous improvement of the Seller support team’s processes and tools and implementing the mechanisms to shift the resolution closer to the seller by building new and innovative SOPs and tools to speed up the resolution of incidents for our sellers.
- Contribute to the technical training of the Seller Support and Seller Partnership teams.
Build trust and collaborate with the products, Tech and Business development teams
Responsibilities include:
- Coordinate operations when major incidents impacting sellers and/or customers happen: define and coordinate the actions of the support teams , define external and internal communications for updates and resolution, define and implement the mitigation actions related to the incidents.
- Be the main technical point of contact for third party integrators: guide and support them through the connection process with MM and the improvements of the connection.
- Work hand in hand with the partners integration team to help them deploy the partner’s integration strategy.
- Be responsible for executing tech migrations. In 2023: REST API migration ( for sellers and partners)
- Be the referent for complex seller’s integrations with ERP, APIs or integrators and deal with connectors and integration’s partners (Lengow, Scaledev, etc.): acquire knowledge on the solution proposed and coach the seller support team on it;
PROFILE
- English is a must, (French, Spanish, German or Italian) is a plus.
- Knowledge in technical tools (Curl, Postman, Browser web tools, Datadog etc.)
- Bachelor degree (Bac +3) in business/engineering or any other field with strong interest on ecommerce. Previous experience in technical support services will be valued.
- You are technically curious, self-motivated, proactive, autonomous and flexible, a quick learner and always up for a new challenge,
- You like to be involved in everything, have a wide range of responsibilities and not focus on a single task,
- You have a good understanding of priorities and communication needs. In particular, you are able to adapt your communication to technical and commercial contacts.
- Team spirit and excellent relationship skills.
