Global Customer Support Enablement Lead

Etsy, Inc.; New York (NY); Hybrid; USD 109,000 - 147,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy is seeking a Customer Support Partner Enablement Manager to lead training strategy across its global outsourced partner network. You will focus on high-level enablement strategy, launch readiness, and quality standards, coordinating with internal teams to ensure consistent partner performance.

Reporting to the Senior Director, Outsourcing, you will shape the enablement model, manage partner-led training, and drive improvements using QA, CSAT, and time-to-proficiency metrics.

Qualifications

• 7+ years in training, learning operations, or enablement within customer-support environments.
• Experience supporting outsourced partners or BPO operations.
• Knowledge of partner-led training delivery and Train-the-Trainer models.
• Experience building enablement operating models, governance, SLAs, and escalation paths.
• Ability to translate changes into clear, actionable enablement plans.

Responsibilities

• Build the Outsourced Enablement Model: stand up the enablement delivery model with clear ownership between Etsy and outsourced partners for training development, delivery, certification, readiness, and performance.
• Lead Partner Training Operations: set expectations for partner-led training, trainer capacity, quality, nesting, refresher training, and agent development across the global network.
• Establish Readiness and Certification Standards: define quality gates, Train-the-Trainer requirements, trainer accreditation, and launch-readiness criteria.
• Manage Intake and Prioritization: own enablement intake for product launches, policy updates, and operational priorities; translate into partner requirements and service levels.
• Drive Partner Accountability: set rhythms, performance expectations, and escalation paths to ensure timely enablement delivery.
• Guide Learning Design and Quality: ensure materials are accurate, modular, scenario-based, while Etsy retains policy and brand approvals.
• Measure Enablement Effectiveness: use QA, CSAT, nesting, early-tenure performance to identify gaps and drive improvements.
• Lead Launch and Seasonal Readiness: coordinate enablement plans for launches, changes, peaks; resolve risks early.
• Coordinate Cross-Functional Execution: partner with Support Operations, Product, Policy, Quality Insights, TechOps to convert changes into plans.
• Drive Continuous Improvement: establish feedback loops to improve content, delivery, and outcomes.

Skills

Customer support enablement

Training operations

Partner performance management

Launch and change readiness

Cross-functional influence

Data-informed decision-making

Clear communication

Travel readiness

Tools

Docebo

Guru

Articulate

Zendesk

MaestroQA

Looker

Job description

Etsy is seeking a Customer Support Partner Enablement Manager to lead training strategy across its global outsourced partner network. You will focus on high-level enablement strategy, launch readiness, and quality standards, coordinating with internal teams to ensure consistent partner performance.

Reporting to the Senior Director, Outsourcing, you will shape the enablement model, manage partner-led training, and drive improvements using QA, CSAT, and time-to-proficiency metrics.