This a Full Remote job, the offer is available from: New York (USA)

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 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:

What’s the role?

The Senior Manager, Human Support is the strategic owner of Etsy’s 1:1 human-led support experience. Leading a key pillar of the Customer Support organization, you will define and enable what “good” looks like for our outsourced agents at scale while maintaining accountability for the resolution of our most complex customer issues. You will lead managers focused on empowering agents to deliver high-quality interactions that drive customer loyalty, ensuring that even as we scale through automation, our 1:1 service remains empathetic, accurate, and aligned with Etsy’s brand values.

This is a full-time position reporting to the Director, Customer Support. 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?

• Leads the CSAT (Customer Satisfaction) metric for all human-led support channels, developing and implementing strategies to meet and exceed performance targets.

• Defines the quality standards for 1:1 interactions, ensuring a consistent and empathetic "Etsy voice" across all global support centers.

• Acts as the strategic owner for complex support paths, ensuring that high-stakes issues are resolved with a focus on long-term customer retention.

What does the day-to-day look like?

• Drive the feedback loop with our BPO partners to identify training gaps, process friction, and opportunities for agent empowerment.

• Oversee the Subject Matter Expert (SME) function within the pillar to ensure that agent-facing documentation and workflows are optimized for human resolution.

• Identify which customer issues require human empathy and ensure a frictionless hand-off from automated to human support.

• Ensure that the human support perspective is represented during product launches and that agents have the operational tools they need to succeed.

• Lead and develop a team of high-performing managers and support specialists, focusing on building a culture of empathy, accountability, and professional growth.

• Foster an inclusive and high-engagement team environment that prioritizes agent well-being and reduces the burnout associated with complex support work.

• 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:

• 7+ years of experience in Customer Support leadership, specifically managing large-scale 1:1 support teams or BPO quality functions.

• Proven track record of driving significant improvements in CSAT and other customer sentiment metrics.

• Exceptional empathy and communication skills, with the ability to advocate for the human experience in a highly automated environment.

• Strong ability to lead through others, specifically experience managing and developing people managers.

• Critical thinking with the ability to translate customer friction into actionable process improvements.

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. 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, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.