Buyer Support Manager - Escalations & CX Leadership

Etsy Mexico, S. de R.L. de C.V.

Mexico

Hybrid

MXN 900,000 - 1,100,000

Full time

14 days+

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Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy Mexico is seeking a Manager, Buyer & Case Support to lead Tier 3 buyer support and shape experiences for Etsy's most valuable customers.

You will recruit, mentor, and coach a specialist team, partnering with Enablement and EOPs to improve CSAT, resolution times, and escalation handling. The role offers hybrid work near our Mexico City office with occasional travel and visa support where applicable.

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

Championing 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.