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.

What’s the role?

This is a full-time position reporting to the Director, Risk and Fraud Policy, Programs, and Controls. 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.

We are looking for a Manager to guide the day to day and drive improvements within a team focused on Fraud in our marketplace. The ideal candidate will be a proven leader with expertise in people development, policy enforcement and fraud mitigation. Experience with e-commerce peer to peer platforms and seller fraud specifically, is a plus, but is not required.

The Risk & Fraud team is part of Etsy’s Trust & Safety organization. The team focuses on mitigating poor experience and financial loss from users who present a high degree of fraud risk. You'll specialize in seller risk behaviors, including bad actors who attempt to engage in 3rd party fraud (fake accounts featuring stolen or synthetic identities) 1st party fraud (using their own identities). You and your team will build processes for assessing accounts to identify fraud and fraud types, identifying patterns in the accounts you review, and considering the customer experience tied to false positives. You’ll also work to connect dots around these trends amongst the multiple teams responsible for this type of enforcement.

For this role, we are considering candidates based in Mexico, however candidates living within commutable distance of the Etsy Mexico office will be the first to be considered. Even if located within commuting distance of an office, you will have the option to work office-based, flex, or remotely.
 

Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our Flex and Office-based work modes and workplace safety policies here.

What does the day-to-day look like?

• Lead a team of internal agents who review incoming high priority tasks 

• Manage the partnership with our outsourcing team, ensuring decision making is aligned across groups and quality standards are met across the board

• Drive continuous improvement via processes to review, further taxonomize risks and provide feedback to up funnel enforcement teams regarding trends your team identifies in the appeals process

• Make recommendations around improvements to the member experience associated with fraud and the systems/processes that drive enforcement

• Identify and implement solutions for inefficiencies in your work or in places you collaborate across teams incorporating automation at key moments in your flows

• Supervise and manage incoming queue volume ensuring timely transparent responses to members trying to regain access to their businesses

• Manage high priority escalations via investigative processes, partnership across teams and identifying the path to a fair resolution

• 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.

Qualifications

Qualities that will help you thrive in this role are:

• Fluent in both English and Spanish

• 3-5 years of fraud experience, direct marketplace experience a plus but not required

• 2+ years of experience managing people

• Strong understanding of fraud trends and how to strategize to mitigate financial exposure while balancing user experiences

• Comfortable providing and receiving feedback as an everyday practice.

• Outstanding communication and interpersonal skills; developing relationships across functions and levels comes naturally to you

• Possess excellent judgment, logical critical thinking skills, and use data-driven insights in ambiguous situations

• Bonus points if you have experience using Zendesk, Slack, and Google Suite

• A trust in and dedication 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.