Buyer Experience Leader - Case Support & Escalations

Etsy; México; Hybrid; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Equity package

Annual bonus

Competitive benefits

Job summary

Etsy seeks a Manager, Buyer & Case Support in Mexico City to lead Tier 3 buyer support, optimize responses for Etsy's most valuable customers, and partner with Enablement and Outsourcing Partners to raise CSAT and reduce resolution times.

You will hire, coach, and develop a specialized team, drive training content, and set quality standards while aligning with Etsy's commitment to exceptional customer experience and scalable operations.

Qualifications

• 7 years of overall work experience with 4 years of experience in customer support and managing a team.
• An ability to motivate teams to do their best work, balancing authority, reserve, and approachability.
• Comfort analyzing and reporting on data.
• Experience communicating and translating technical issues to business stakeholders.
• Experience with support tools (e.g. Zendesk) and AI tools.

Responsibilities

• Champion the Tier 3 buyer experience. Identify areas for improving the buyer experience, particularly for Etsy's most valuable customers, and additional workflows like executive escalations and more.
• Identifying Subject Matter Experts who can lead the development of training, content, and quality rubrics for front-line T3 agents and EOPs in partnership with Enablement.
• Monitoring and partnering with Enablement and Partner Success Management to improve vendor-level CSAT and EOP QA scores.
• Providing steady leadership to a specialized team handling complex, T3 buyer escalations.
• Hiring, assessing, and coaching team members; provide career mentoring to further develop promotable candidates.
• Meeting the operational and experience goals set for the team, appropriately prioritizing and making tradeoffs when needed.
• Holding the team accountable to a standard of quality, both in their support interactions with Etsy customers and in any project work performance, while being accessible and receptive to the team’s concerns and feedback.
• You'll tap the appropriate talent on your team to execute and supervise projects along the way.

Skills

Team leadership

Customer support

Data analysis

Stakeholder communication

Tools

Zendesk

AI tools

Job description

Etsy seeks a Manager, Buyer & Case Support in Mexico City to lead Tier 3 buyer support, optimize responses for Etsy's most valuable customers, and partner with Enablement and Outsourcing Partners to raise CSAT and reduce resolution times.

You will hire, coach, and develop a specialized team, drive training content, and set quality standards while aligning with Etsy's commitment to exceptional customer experience and scalable operations.