Manager of Seller Automated Support, Etsy
$131-171k
+ Equity package + Annual performance bonus
2 days a week in office (Brooklyn, NY)
eCommerce platform for handcrafted goods
Be an early applicant
eCommerce platform for handcrafted goods
1001+ employees
Be an early applicant
$131-171k
+ Equity package + Annual performance bonus
2 days a week in office (Brooklyn, NY)
1001+ employees
Company mission
To keep human connection at the heart of commerce.
Role
Who you are
- 4+ years Experience in Support Operations, Program Management, Self-Service Strategy, or a related field, including experience managing people and leading complex work
- Strong judgment in prioritization, operational problem-solving, and navigating cross-functional dependencies
- Comfort working with data and customer sentiment to diagnose issues and improve processes, content, or support experiences
- Experience partnering closely with product and engineering teams to land operational improvements
- The ability to lead steadily through ambiguity, change, and high-pressure moments while keeping the team focused and supported
- Success in this role means the team consistently meets performance expectations, direct reports are growing and taking on meaningful ownership, seller self-service effectiveness improves over time, and automated support remains a trusted and effective source of resolution for sellers
- You may be expected to travel to Etsy offices or outsourced partner sites based on team priorities and business needs
What the job involves
- The Manager, Seller Automation leads a team responsible for Etsy’s seller self-service and automated support experiences, including the Seller AI Agent, Help Center, and automated communications
- This role is accountable for the performance, development, and health of the team, as well as operational outcomes within seller automated support and self-service. They partner across Etsy to improve seller resolution quality, containment, and trust in automated support
- This is a full-time position reporting to the Director of Automated Support
- This is a people-management role within the Customer Support team. Success in the role comes from building a high-performing team, developing reports across levels, setting clear priorities, and leading through others rather than operating as the direct owner of every piece of work
- Lead, coach, and develop the team, holding a clear quality and performance bar while providing timely, specific, behavioral feedback that supports each person's growth
- Build an inclusive, accountable team culture by creating stretch opportunities, delegating meaningful ownership calibrated to each person's level, and ensuring people understand the team's purpose and have what they need to succeed
- Own the performance and optimization of seller-facing automated support and self-service experiences (Help Center content, email journeys) to ensure they're accurate, scalable, and reduce unnecessary contact volume, especially for high-volume issues like Finances, Shipping, and Shop Management
- Use data, sentiment, and contact drivers to identify issues and drive improvements, ensuring automation creates clear resolution paths with seamless handoffs to human support when needed
- Translate team goals into clear priorities, delegate with defined success criteria, and manage delivery across dependencies like product launches, policy changes, tooling, and enablement timelines
- Monitor capacity, make tradeoff decisions, and surface risks early with a recommended path forward, keeping work moving despite ambiguity or changing conditions
- Partner with Product, Engineering, and Tech Ops on technical implementation while owning the quality of the seller resolution journey, and with Human Support/Support Operations to strengthen handoffs and escalation paths
- Partner with Seller Product Marketing and Scaled Content to align automated experiences with broader initiatives, building strong relationships through proactive communication and follow-through
- 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
Our take
Created as an alternative to more corporate eCommerce sites, Etsy is a peer-to-peer (P2P) website where users buy and sell handmade crafts, vintage items, art and photography. The online marketplace works similarly to Amazon and eBay, only with an emphasis on unique items rather than mass-produced merchandise.
Since its IPO in 2015, it has managed to hold its own in an increasingly competitive eCommerce industry, including from Amazon's handmade section that launched in 2015. Further, by providing sellers with ownership over pricing and branding, the site is attractive for those wanting to set up a business on an established platform.
However, the seller-side of Etsy is not without problems. A hike in transaction fees and the introduction of mandatory marketing fees for artists with high turnovers created significant discontent amongst sellers. Despite this, Etsy continues to connect artists and consumers, attracting shoppers with its message of extraordinary, handmade and affordable products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2012
$40m
LATE VC
Aug 2010
$20m
SERIES E
Total funding: $91.7m
Company benefits
- Equity (offers vary by country)
- Performance bonuses
- Paid gender neutral parental leave
- Adoption and family planning
- Back-up care
- Volunteer time off
- Donation matching
- Employee resource groups
- Global virtual events
- Employer paid health benefits
- Fitness benefits
- Wellness programming
- Mental health benefits
- 401K matching/Pension contributions
Company HQ
Downtown Brooklyn, NY
Leadership
Josh Silverman
(CEO)Previously senior executive at eBay, CEO of Shopping.com, CEO of Skype and President of Consumer Products & Services at American Express.
Salary benchmarks
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