The Seller Product Support Experience Director, 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 Head of CSS and Director of Product Support Experience, along with product and tooling squad leads to develop the vision strategy and roadmap, then make it real!

• 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:

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

• 7+ 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 influencing senior leadership by establishing collaborative and trusting relationships, and using clear documentation and engaging storytelling to advocate and negotiate.

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

• Leading vision and roadmap creation that motivates and mobilizes teams. Has knowledge of support best practices and can translate that into a compelling vision that is aligned with Etsy’s mission and business priorities, along with a supporting roadmap that drives execution.