Manager – Buyer & Case Support

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 employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

What's the Role?

The Manager, Buyer & Case Support is responsible for developing and managing T3 support specialists to handle and continuously improve the one-to-one support experience, with a strategic focus on providing exceptional support for Etsy's most valuable buyers. This team embodies our "north star" mission, turning 1:1 interactions into opportunities to build brand advocates. This manager will monitor and optimize the day-to-day operations of the Buyer Support team and work seamlessly with internal partners and EOPs (Etsy Outsourcing Partners) to provide a feedback loop on the buyer experience.

To be successful in this role, the Buyer Support team must meet and maintain key customer experience goals such as CSAT, Total Resolution Time, Escalation Rate, and First Touch Resolution rate. The team will also be focused on improving workflows in order to continue to scale our operations and better the customer experience.

This is a full-time position reporting to the Sr. Manager, Human Support.

What does the day-to-day look like?

• Championing the Tier 3 buyer experience. Identify areas for improving the buyer experience, particularly for Etsy's most valuable customers, and additional workflows like executive escalations and more.

• Identifying Subject Matter Experts who can lead the development of training, content, and quality rubrics for front-line T3 agents and EOPs in partnership with Enablement.

• Monitoring and partnering with Enablement and Partner Success Management to improve vendor-level CSAT and EOP QA scores.

• Providing steady leadership to a specialized team handling complex, T3 buyer escalations.

• Hiring, assessing, and coaching team members; provide career mentoring to further develop promotable candidates.

• Meeting the operational and experience goals set for the team, appropriately prioritizing and making tradeoffs when needed.

• Holding the team accountable to a standard of quality, both in their support interactions with Etsy customers and in any project work performance, while being accessible and receptive to the team’s concerns and feedback.

• You’ll tap the appropriate talent on your team to execute and supervise projects along the way.

• 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:

• 7 years of overall work experience with 4 years of experience in customer support and managing a team.

• An ability to motivate teams to do their best work, balancing authority, reserve, and approachability.

• Comfort analyzing and reporting on data.

• Experience communicating and translating technical issues to business stakeholders.

• Experience with support tools (e.g. Zendesk) and AI tools.

Compensation & Benefits

In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience.

Location

We prioritize candidates based within commutable distance of Etsy’s Mexico Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here.

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 and is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, religion or creed, sex, pregnancy (including childbirth and related medical conditions), gender, gender identity or expression, sexual orientation, age, citizenship or immigration status, marital or familial status, physical or mental disability, medical condition, genetic information, military or veteran status**, or any other characteristic protected by applicable federal, state, or local law**. If, due to a disability, you need an accommodation during any part of the interview or hiring process, please let your recruiter know and we will work with you to meet your needs. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.