Senior Product Support Experience Manager, Seller

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

What’s the role?

The Senior Product Support Experience Manager, Seller, within Etsy's Customer Support & Services (CSS) org, will be responsible for the end-to-end seller support experience, and look after our digital support strategy (i.e. how we help our sellers via Web and App). The goal of this role and team is to provide sellers with a frictionless support experience at scale, and the tools and information they need to provide great support to buyers. You will work across the company to ensure the support experience is integrated across the entire lifecycle. You will be an individual contributor, but required to manage complex projects and influence and collaborate across partner teams.

This is a full-time position reporting to the Director of Product Support Experience. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. 

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our  work modes and workplace safety policies here.

What’s this team like at Etsy?

• You would be joining the Product Support Experience team, which is part of the broader Customer Support & Services org. Customer Support builds Etsy’s support strategy, enables our front-line support agents and interacts directly with our customers.

• Product Support Experience owns the end-to-end customer support experience and collaborates closely with collaborators across product, marketing, tooling and agent enablement to advocate for our customers and bring our support vision to life.

What does the day-to-day look like?

• Strive to understand and optimize the Etsy to Seller and Seller to Buyer support experiences with the ultimate goal of improving our Trusted Brand Score and other important metrics.

• Partner with the product and tooling squad leads to develop the roadmap and execute on our vision and strategy.

• Leverage multiple methods and coordinate across teams to operationalize our support strategy, including Chatbot, help center, 1:1 support, and other support products.

• Find opportunities for improvements in 1:1, help center and scalable support and partner across teams to build and lead projects that address these opportunities.

• Serve as the internal authority on the end-to-end seller support experience and related insights. Mine qualitative and quantitative data, and leverage insights to inform the support strategy, educate partners on key opportunities and assert the customer-first point of view.

• Own Etsy’s Service Quality and Star Seller programs. Monitor and report on the related budget, engagement, and sentiment. Work with product to prioritize opportunities to improve the seller experience.

• Act as Project Manager for launches resulting from the above strategy. This includes leading cross-functional meetings, owning progression of project in Monday.com, coordinating the support strategy, forecasting volume and reporting on sentiment trends.

• Keep CSS in the loop on product roadmaps and project plans at the appropriate level, providing a real-time view of active work and ensuring the right teams are involved.

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• 6+ years experience developing strategies and managing programs, projects, operations for support organizations, ideally within two-sided marketplaces

• 3+ years direct experience partnering with product managers, advocating for the customer experience, and a thorough understanding of the product development process

• Proficient in gathering and understanding data, viewing data through a customer lens, and using data to make decisions and build compelling cases for improved customer experiences.

• Past success partnering with leadership by establishing collaborative and trusting relationships, and using clear documentation and engaging storytelling to advocate.

• Experience leading complex projects with multiple partners, and collaborating to problem solve and prioritize across conflicting demands.

Additional Information

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.