Job Description

As a Product Launch Content & Documentation Specialist at Etsy, you’ll help support key product launches, thematic and lifecycle marketing campaigns, as well as internal team documentation and communication.

This role will think conceptually and strategically to bring product support content ideas to life and own communication with partners across our org. Are you a skilled copywriter with experience crafting support content and keeping your team organized? Can you go from short and punchy headlines to sophisticated product launches with the stroke of a key? Do you have ideas on how to make customer support super clear and streamlined for our sellers? If this is you, plus you have a good understanding of marketing, technology, and technical products, then we'd love you on our team! Ecommerce experience is a major plus.

This role is part of the Member Services team, Etsy’s customer support organization, responsible for delivering crafted, human support to buyers and sellers. We manage relationships and the flow of information between our org and Etsy seller-focused Product Squads. This works to ensure that Member Services has a consistent and comprehensive support plan for Etsy product initiatives throughout their lifecycle, as well as to bring the “Voice of the Customer” to Product teams, reporting on impactful CX insights, sentiment, and opportunities for improvement.

This is a full-time position that can be located (eventually) in Brooklyn, NY reporting to the Sr. Manager, Seller Product Support Insights. 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. We’re also open to remote hires within all U.S. states except Hawaii and Alaska that are able to work Eastern Standard Time US hours.

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. For candidates who will work remotely from Colorado, visit thislink for information related to Colorado's Equal Pay for Equal Work Act.

ABOUT THE ROLE

In this role you will:

• Launch product-related Help Center, contact flow solution, and in-product content changes, with strategic collaboration from the Online Support Experience team

• Support content enhancement execution based on customer insights and data, working closely with Product Insights Specialists

• Align support content with Product Marketing, Brand and Community/Social team strategies to ensure a consistent end-to-end experience for sellers

• Incorporating support content up-funnel into Product

• Maintenance of content library: videos, decision trees, webinar programming, plus any other creative and strategic ideas you have

• Handling one-off content tickets and triaging subtasks from launches/org-wide initiatives

• Preparing product launch documentation

• Communicating with internal partners

• Uphold our culture of continuous improvement and learning, leaning on data to understand the performance of your content and the customer outcome it enables, and using research to make the most of our support content to create a cohesive and effective customer 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 consistent record of successfully crafting help content for product launches for 2+ years.

• Experience translating sophisticated tech and business concepts into clear, conversational, and engaging writing with a strong, consistent voice.

• The ability to adhere to a style guide and maintain a consistent voice and tone.

• Collaboration and relationship management skills - with everyone from marketing team members to product managers to designers to customer support.

• Familiarity with content management systems and analytics platforms.

• Organization and focus, but also flexibility and willingness change.

• A trust in and dedication to Etsy’s vision, mission and values.

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.