Buyer Experience Manager - T3 Support & Escalations

Etsy, Inc.; Ciudad de México; Hybrid; MXN 700,000 - 1,050,000; Full time

Benefits offered by this job

Equity package

Performance bonus

Comprehensive benefits

Job summary

Etsy, Inc. in Mexico City is seeking a Manager, Buyer & Case Support to lead Tier 3 buyer support operations and drive improvements for Etsy's most valuable buyers. You will collaborate with Enablement and Etsy Outsourcing Partners to elevate the buyer experience and optimize CSAT, resolution time, and escalation handling.

You will hire, train, and mentor a specialized team, manage complex escalations, and align with company policies while supporting a hybrid work model and travel as needed.

Qualifications

• 7 years of overall work experience with 4 years in customer support and managing a team.
• Ability to motivate teams and balance authority with approachability.
• Comfort analyzing and reporting on data, and translating technical issues for stakeholders.

Responsibilities

• Champion Tier 3 buyer experience and lead escalations for Etsy's most valuable customers.
• Identify subject matter experts and develop training, content, and quality rubrics.
• Monitor vendor CSAT and QA scores with Enablement and Partner Success Management.
• Hire, coach, and mentor team members and promote career growth.
• Ensure delivery of operational and experience goals while prioritizing tradeoffs.

Skills

Team leadership

Data analysis

Communication

Mentoring

Cross-functional collaboration

Tools

Zendesk

AI tools

Job description

Etsy, Inc. in Mexico City is seeking a Manager, Buyer & Case Support to lead Tier 3 buyer support operations and drive improvements for Etsy's most valuable buyers. You will collaborate with Enablement and Etsy Outsourcing Partners to elevate the buyer experience and optimize CSAT, resolution time, and escalation handling.

You will hire, train, and mentor a specialized team, manage complex escalations, and align with company policies while supporting a hybrid work model and travel as needed.