Job Description
About the Job
We are looking for a Support Specialist to join Etsy’s Member Services team on their mission to guide Etsy buyers and sellers with effortless, human support.
As a Specialist you will be responsible for supporting customers in handling complex issues at a high-functional level that includes offering creative solutions to tough problems. You will also play a meaningful role as liaisons between our community and the rest of the company, including our engineering and product teams. Do you find joy in helping others and problem solving to make a positive impact? If so, this could be the perfect match!
This is a full-time, Monday through Friday, permanent position. This position will report to a support team manager in the Member Services organization located in Hudson, NY. 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.
For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.
About the Role
In this role you will:
Assist buyers and sellers as they make purchases, navigate order issues, manage shops, and utilize Etsy tools and products. This may be through email, chat, or phone support.
Work with Member Services partners such as Operations Managers, Quality Leads, and Training & Content Leads to optimize workflows that make a greater impact throughout the support organization in outsourced teams. You may build and edit training content, grade and participate in quality calibrations, or suggest and implement operational improvements.
Maintain partnerships with teams across Etsy, staying up to date on products like buyer checkout and shop management, while advocating for members to improve their overall experience.
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
About You
Ideally you'll bring:
A minimum of 2 years experience in a customer success role. Multichannel (email, chat, and phone support) and e-commerce experience are big pluses.
Excellent communication skills, especially in written form. Injecting your personality while clearly explaining complex information comes easy to you.
A deep interest in improving customer experience through cross-functional collaboration.
Advanced computer skills, strong problem solving abilities, and a track record of learning new tools, platforms, and concepts.
An upbeat “can do” attitude and the ability to maintain composure under pressure.
Attention to detail with the ability to also think “big picture,” making the connection between customer experience and business growth.
A trust in and commitment to Etsy’s vision, mission and values.
Additional Information
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.