Manager Seller Automated 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, Seller Automation leads a team responsible for Etsy’s seller self-service and automated support experiences, including the Seller AI Agent, Help Center, and automated communications. This role is accountable for the performance, development, and health of the team, as well as operational outcomes within seller automated support and self-service. They partner across Etsy to improve seller resolution quality, containment, and trust in automated support.

This is a full-time position reporting to the Director of Automated Support.

What’s this team like at Etsy?

This is a people-management role within the Customer Support team. Success in the role comes from building a high-performing team, developing reports across levels, setting clear priorities, and leading through others rather than operating as the direct owner of every piece of work.

What does the day-to-day look like?

• Lead, coach, and develop the team, holding a clear quality and performance bar while providing timely, specific, behavioral feedback that supports each person's growth.

• Build an inclusive, accountable team culture by creating stretch opportunities, delegating meaningful ownership calibrated to each person's level, and ensuring people understand the team's purpose and have what they need to succeed.

• Own the performance and optimization of seller-facing automated support and self-service experiences (Help Center content, email journeys) to ensure they're accurate, scalable, and reduce unnecessary contact volume, especially for high-volume issues like Finances, Shipping, and Shop Management.

• Use data, sentiment, and contact drivers to identify issues and drive improvements, ensuring automation creates clear resolution paths with seamless handoffs to human support when needed.

• Translate team goals into clear priorities, delegate with defined success criteria, and manage delivery across dependencies like product launches, policy changes, tooling, and enablement timelines.

• Monitor capacity, make tradeoff decisions, and surface risks early with a recommended path forward, keeping work moving despite ambiguity or changing conditions.

• Partner with Product, Engineering, and Tech Ops on technical implementation while owning the quality of the seller resolution journey, and with Human Support/Support Operations to strengthen handoffs and escalation paths.

• Partner with Seller Product Marketing and Scaled Content to align automated experiences with broader initiatives, building strong relationships through proactive communication and follow-through.

• 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:

• 4+ years Experience in Support Operations, Program Management, Self-Service Strategy, or a related field, including experience managing people and leading complex work.

• Strong judgment in prioritization, operational problem-solving, and navigating cross-functional dependencies.

• Comfort working with data and customer sentiment to diagnose issues and improve processes, content, or support experiences.

• Experience partnering closely with product and engineering teams to land operational improvements.

• The ability to lead steadily through ambiguity, change, and high-pressure moments while keeping the team focused and supported.

• Success in this role means the team consistently meets performance expectations, direct reports are growing and taking on meaningful ownership, seller self-service effectiveness improves over time, and automated support remains a trusted and effective source of resolution for sellers.

• You may be expected to travel to Etsy offices or outsourced partner sites based on team priorities and business needs.

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.

Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below.

Location

We prioritize candidates based within commutable distance of Etsy’s Brooklyn 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.

Salary Range:

• Geo-1: 140,000.00 - 190,000.00 USD Annual • Geo-2: 127,000.00 - 171,000.00 USD Annual

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.