Customer Support Operations Manager

  • 117 Adams St., Brooklyn, NY
  • Full-time

Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. As an Etsy employee, you’ll tackle unique problems alongside talented coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.

Job Description

The Customer Support Operations Manager has their finger on the pulse of Etsy’s 1:1 support channels and is passionate about helping Etsy’s customers get the help they need when and where they need it. In this role, you will work to optimize and scale support channels, ensuring email, phone and chat teams are set up to efficiently meet service levels.

As the Customer Support Operations Manager, you will define operational levers to adjust to evolving business needs. You will also participate In initiatives that will improve support workflows and advocate for one-touch resolutions. Your success will be measured by optimizing service levels and reducing escalations/reassignments between teams, driving higher Customer Effort Scores and maintaining operational efficiency.

This is a fulltime position located (eventually) in Brooklyn or Hudson, NY, reporting to the Senior Director of Buyer Services. We offer flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to an office location 2-3 times per week.

About the Role

In this role you will:

  • Develop an operations playbook for Outsourced Partner (EOP) Real Time Analysts to supervise real time performance and develop feedback loops to watch trends and insights

  • Partner with the Workforce Manager to understand volume forecasts, including product launches, to advise agent staffing plans and ensure optimal coverage

  • Report on trends to leadership and propose solutions to increase efficiencies

  • Raise the flag on emerging customer issues to support leadership, providing recommendations on how to mitigate volume spikes

  • Surface and maintain awareness of operational metrics

  • Partner with Member Services Leads to build out new workflows and create recommendations to best leverage technology for routing based on topic and agent expertise

  • Collaborate with the Online Support Experience (OSE) team to share volume forecasts and make recommendations where support is needed

Qualifications

About You

Ideally you'll bring:

  •  4 + year of overall experience with at least 2 years or operational mgt experience in a customer support role

  • Demonstrated experience owning and driving metrics related to customer support or operations

  • Demonstrated experience with improving business processes using data-driven analysis and decision making

  • Experience working with business reporting tools (i.e. Looker) and customer support technology, CRM tools (i.e. Zendesk)

  • Enthusiasm to outperform key business outcomes in a highly ambiguous, active, hands-on work environment

  • Highly effective at collaborating within an organization

  • Excellent written and verbal communication skills and organizational skills

Additional Information

What's Next
If you're interested in joining the team at Etsy, please send a cover letter and resume telling us why you'd be right for the position. As you’ve hopefully 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 write to us and tell us what you’re all about.

Our Promise
At Etsy, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. 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, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and 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 skillsets.

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