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Manager

Etsy
Full Time
Brooklyn, NY 11201
$118,000 - $154,000 a year
Posted 5 days ago
Job description
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, Depop, or Elo7 – you’ll tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.


Job Description


What's the role?

We're looking for a Seller Enablement Training & Content Manager that will partner closely with Quality and Labs teams to define what an excellent customer support experience means at Etsy and translate that vision into learning content. This role will be tasked with keeping a large library of support resources and training materials current and accurate. The Training & Content team ensures all of this documentation is organized and easily accessible, so trainers and agents can quickly find and apply resources when providing extraordinary support in real time. They also collaborate with cross-team partners to boost agent efficiency, maintain accurate content, drive frontline resolutions for our members, and make the interaction experience as effortless as possible.

Do you find joy in building resources that help others work to their full potential and build a positive team culture? If so, this could be an ideal role for you!

This is a full-time position reporting to the Senior Manager, Seller Enablement and Labs and the base salary range will be $118,000 - $154,000 USD per year. 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. For this role, we are considering candidates based in the U.S. who are either remote, flex, or office-based. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our flexible work options and vaccination policy here.

What’s this team like at Etsy?

The Member Services team is Etsy’s customer support organization, responsible for delivering effortless, human support to buyers and sellers.


What does the day-to-day look like?

  • Owning the training roadmap for Seller support experiences.
  • Attracting, retaining and growing a team of specialists that are passionate about content creation and management, crafting best in class agent and member experiences we can all be proud of.
  • Working closely with the partner teams to evangelize, build and deliver customer-centric support experiences.
  • Collaborating with Product Insights, Quality and other partner teams to identify training and content needs to improve first touch resolutions and enable agent success.
  • Designing and implementing an operating cadence that ensures resources are reviewed and refreshed frequently. Content Accuracy will be a core metric that you and your team will be accountable for tracking and maintaining.
  • Enabling a robust feedback system that empowers agents to have successful customer interactions and surfaces quantitative and qualitative data to partner teams across the organization.
  • 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:

  • 4+ years of overall work experience in customer support with more than 2 years in a leadership role, particularly with a training or content team.

  • Proficiency building job aids and online training programs that drive high quality support and operational excellence.

  • Confidence using qualitative and quantitative data to prioritize work and when reporting to a broad audience.

  • The ability to role model autonomous and collaborative work modes, as a leader in our dynamic and constantly evolving organization.


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 furthersrelevance, 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.

For U.S. roles only:

Many Etsy roles are open to remote candidates, and you'll be able to identify which ones within the location header of each job description. We're open to remote hires from all U.S. states except Hawaii and Alaska.

Intrested in this job?