Director of Seller Product Support Experience, Etsy
$148-192k
+ Equity + Annual performance bonus
More information about location
1-2 days a week in office (Brooklyn, NY)
eCommerce platform for handcrafted goods
Be an early applicant
eCommerce platform for handcrafted goods
1001+ employees
Be an early applicant
$148-192k
+ Equity + Annual performance bonus
More information about location
1-2 days a week in office (Brooklyn, NY)
1001+ employees
Company mission
To keep human connection at the heart of commerce.
Role
Who you 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
What the job involves
- 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
- 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
- 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
Application process
- 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
Our take
Created as an alternative to more corporate eCommerce sites, Etsy is a peer-to-peer (P2P) website where users buy and sell handmade crafts, vintage items, art, and photography. The online marketplace works similarly to Amazon and eBay, only with an emphasis on unique items rather than mass-produced merchandise.
Since its IPO in 2015, it has managed to hold its own in an increasingly competitive eCommerce industry, including from Amazon's handmade section that launched in 2015. Further, by providing sellers with ownership over pricing and branding, the site is attractive for those wanting to set up a business on an established platform.
However, the seller-side of Etsy is not without problems. The recent hike in transaction fees and the introduction of mandatory marketing fees for artists with high turnovers has created significant discontent amongst sellers. Etsy must reconcile these issues to ensure artists continue to operate on the same scale within the platform. It plans to attract shoppers with its message of extraordinary, handmade and affordable products.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
8% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2012
$40m
LATE VC
Aug 2010
$20m
SERIES E
Total funding: $91.7m
Company benefits
- Equity (offers vary by country)
- Performance bonuses
- Paid gender neutral parental leave
- Adoption and family planning
- Back-up care
- Volunteer time off
- Donation matching
- Employee resource groups
- Global virtual events
- Employer paid health benefits
- Fitness benefits
- Wellness programming
- Mental health benefits
- 401K matching/Pension contributions
Company values
- We commit to our craft - Our work has the power to change lives. That’s why we strive to learn continuously and excel at what we do
- We minimize waste - Time, resources, and energy are precious, so we focus only on what will have the greatest impact
- We embrace differences - Diverse teams are stronger, and inclusive cultures are more resilient. When we seek out different perspectives, we make better decisions and build better products
- We dig deeper - The best solutions to meaningful challenges are rarely easy or obvious. We stay curious, balance our intuition with insights, and decide with confidence
- We lead with optimism - We believe in our mission, and we believe in each other. We see the world as it is, set ambitious goals, and inspire one another with generosity of spirit. Together, we reimagine what is possible
Company HQ
Downtown Brooklyn, NY
Articles
Leadership
Josh Silverman
(CEO)Previously senior executive at eBay, CEO of Shopping.com, CEO of Skype and President of Consumer Products & Services at American Express.
People progressing
Became the Director of International Strategy and Operations after a year and 2 months as a senior manager in the division. After nearly 5 years in that role, they became Director of Marketing and International Strategy & Operations, and six months after that was promoted to Senior Director in that same department.
Salary benchmarks
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Diversity, Equity & Inclusion at Etsy
- Diversity is a priority at Etsy, owned by everyone:
- A diverse workforce is critical to Etsy’s success—it makes us a stronger, better, more resilient and more relevant company. We have an inclusive culture and each of us actively creates opportunities for underrepresented groups to join, thrive and advance at Etsy
- We welcome all perspectives:
- As individuals, we invite a variety of viewpoints and experiences—especially when they conflict with our own. We encourage questions more than statements, and provide a safe environment in which all employees can surface and discuss concerns
- We measure and share openly:
- We contribute to broader progress by evaluating, iterating and transparently communicating our successes and failures internally and externally
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