Etsy
Director, Customer Support Experience
We are looking for a Director, Customer Support Experience to join our Member Services team. You will be responsible for building customer loyalty by providing high quality, efficient, and scalable support when and where customers need it. The role spans both buyer & seller, reactive & proactive, and 1:1 & self-service support offerings. In short, we in Member Services are the frontline of the Etsy.com marketplace!
You own the design of support at Etsy and the delivery of it to our most valuable buyers and sellers. You will lead a hardworking and eclectic group of 30+ support professionals across our Hudson, NY, and Dublin, Ireland, offices. You are know our customers intimately and use that to craft experiences that meet and exceed our customer expectations and also scale to millions worldwide. When not crafting and testing new support processes, your teams identify high value moments in our customers’ lifecycles and deliver exceptional support to our best Buyers & Sellers.
This role reports to the Sr. Director of Member Services and is based in our Hudson, NY, office.
About the Role
- Your teams mandate is to build and iterate on the best possible support experiences that scale to millions of buyers and sellers, and deliver outstanding support to our highest value customers.
- Evidence of success in this role will be best-in-class Customer Effort Scores (CES), incremental revenue from servicing interactions, and the leadership and development of your team.
- Your immediate peers are our Support Strategy, Enablement, and Vendor Program leads that you work side-by-side with to ensure the processes your teams build match Etsy’s overall business strategy, are backed up by solid tooling, training & documentation, and are executed as expected by our global vendor network of support advisors.
- Aside from building the best support models, your teams are the primary point of contact for Etsy’s highest value buyers and sellers and offer consultative advice to drive marketplace GMS and revenue.
- Your organization is also a partner to outsourced vendor teams who rely on your team’s expertise to resolve customer issues in real time.
- To stay close to our customers’ needs, your teams also spend a portion of their time in ‘frontline’ capacities alongside vendors resolving issues across channels as they arise.
About You
- 10+ years of customer support experience
- 5+ years managing managers in fast-paced, international environments.
- You are extremely analytical and understand the operational levers that can be pulled to manage contact rates, costs per resolution, and core CX metrics.
- You thoughtfully balance short and long term business needs to continually improve day-to-day operational metrics, and also maximize customer lifetime value
- You possess awesome executive presence and clearly articulate strategies, goals and outcomes at the C-Level.
- You are a people person and naturally engage cross-functional stakeholders to collaborate and drive better outcomes for it.
- You have a familiarity with the latest trends in CX strategy and customer support technology including ticketing / help desk platforms.
- Bonus points for having experience in systems implementations and migrations.
- You are adaptable and resilient in nature and quickly pivot - and bring your team along for the ride - as the business landscape evolves.
- Ability to travel up to 20% of the time between Etsy offices and vendor site locations globally.
What’s Next
Interested in working with us? Send us a cover letter and your CV or resume explaining why you’d be great for the job. We value your unique talents and point of view, so feel free to tell us what you are all about. And if you write, draw, craft, or contribute to something you’re proud of, we’d love to hear about it.
At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skill sets.
- Founded
- Founded 2005
- Employees
- 500+ employees
- Industry
- Professional Services
Customer Service