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:

$67,000.00 - $87,000.00

What’s the role?

As a Help Content Specialist on Etsy’s Brand Content team, you’ll play a key role in improving the support experience for millions of Etsy buyers and sellers. You’ll develop content for self-service customer resources, such as our Help Center and automated messaging, to reduce agent ticket volume and increase resolution rate.

This is a full-time position reporting to our Help Content Manager and sitting within the larger Brand Marketing and Communications Team. 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. 

Candidates living within commuting distance of our Brooklyn, New York office 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?

• The Support Content team is the connection between Product Squads, Etsy Support and Members working to make the Etsy experience (both inside & out) the best it can be.

• Our mission is to create help content that is actionable, to the point, and approachable for Etsy users of all experience levels.

What does the day-to-day look like?

• Developing content for Help Center articles, automated messaging, and other self-service customer resources. 

• Working directly with Product Insights, Product Managers, and Marketing partners to create world-class content to support product launches and company initiatives.  

• Managing internal article feedback and one-off content requests, using data to prioritize the most impactful tasks. 

• Communicating your team’s work to internal collaborators.

• Upholding our culture of continuous improvement and learning: leaning on data to understand the performance of your content and the customer outcome it enables, and using those insights to inform content enhancements. 

• Reacting to urgent support needs with content solutions when needed. 

• Upholding the principles of the Etsy Support style guides to make sure our content is clear and confident, empathetic and sincere, user-first and solution-focused. 

• 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:

• 2+ years experience in help/ support content, documentation, and/or technical writing. 

• You can translate complex tech and business concepts into clear, conversational, and engaging writing with a strong, consistent voice.

• You can adhere to a style guide and maintain a consistent voice and tone.  

• You’re able to successfully collaborate and manage relationships with everyone from marketing team members to product managers to  customer support. 

• You’re familiar with content management systems and analytics platforms.

• You have excellent judgment and can make insightful decisions about copy based on data and research.

• You’re organized and focused, but also flexible and open to change.

• You have a trust and commitment to Etsy’s vision, mission and values.

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 and is an affirmative action employer. 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.