Technology Solutions Lead



Brooklyn, NY
Full Time
3y ago

Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. Etsy, Inc.'s 'house of brands' portfolio has expanded to now include four individually distinct ecommerce brands – Etsy, fashion resale marketplace Depop, musical instrument marketplace Reverb, and Brazil-based handmade goods marketplace Elo7. As an Etsy employee, you’ll tackle unique problems alongside talented coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.

Job Description

As the Technology Solutions Lead, you will apply technology to enable Etsy’s scaled support strategy for our 5M+ active sellers and 90M+ active buyers. This ensures that every member can get the help they need, regardless of where they are in their Etsy journey, and - most importantly - with or without a human to assist them.

This role is responsible for identifying and implementing potential technical solutions to improve our customer’s self-service experience, as well as maintaining technical aspects of current scaled support processes. We will rely on your interest for innovation through technology solutions and effective collaboration with project partners to set the standard on how we bring solutions to Etsy members when and where they need it.

This is a full-time position reporting to the Senior Manager of Online Support Experience. We are considering remote candidates based in the United States for this position. Etsy offers three different work modes to meet the variety of needs and preferences of our team: Flex mode for candidates who are comfortable traveling to an office location 2+ times per week, Remote mode, and Office-based mode. Learn more about our flexible work modes and vaccination policy here.


About this role:

In this role you will:

Self-service technology strategy & administration

  • Support and help guide Etsy’s self-service customer support strategy through a thoughtful, progressive technology strategy that optimizes self-service experience, by exploring new technologies and engaging software vendors.
  • Stay updated on current technology trends in customer experience and self-service, especially as they relate to e-commerce and two-sided marketplaces.
  • Work alongside the Partner Enablement Technology Operations Manager to handle the relationship with Zendesk, Qualtrics, and other vendors and maintain all automations, business rules, handling integrations and resolving issues as needed.
  • Implement and evaluate solutions that reduce operational volume and enable successful and satisfactory self-service solutions, explore feasibility through pilots and proof of concept studies. Responsible for the evaluation, contracting, and ongoing performance of these solutions

Project Management & Collaboration

  • Multi-functional project management and ability to explain technical concepts and potential solutions (as well as their benefits/trade offs) to collaborators. Able to understand requirements of partners and explain potential broad, technical solutions that would fulfill their needs.
  • Attend and/or lead cross-team meetings and lend support to move forward organizational projects dedicated to delivering 1:many support solutions.
  • Cross collaborate with the overall OSE Team, as well as partner teams such as Buyer & Seller Experience, Trust & Safety, Customer Resolutions, Support Platforms to drive self-service initiatives forward.
  • 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.

About You:

Ideally you’ll bring:

  • Outstanding technical problem solving skills, with a history of building (and completing) sophisticated plans and improving operational efficiency by selecting the best tools for the job
  • Motivated by cross-team collaboration with teams in both technical and non-technical disciplines; a clear communicator and effective at handling partner expectations
  • A passion about self-service customer experiences
  • Knowledge of the latest trends in self-service technology
  • A data driven approach to uncover opportunities and tradeoffs when evaluating potential solutions
  • A proactive and take charge approach! Comfortable working with a high level of autonomy.
  • Experience handling third-party tools and customer/supplier relationships
  • A minimum of 2+ years in administering technology platforms (preferably within Customer Service), ideally 3+ years overall experience with customer service metrics and processes
  • Zendesk administrator certification a plus
  • Familiarity navigating and updating legacy HTML, CSS, JavaScript, PHP, and SQL a plus, as well as SEO. Looker experience a plus
  • A trust in and commitment to Etsy’s vision, mission and values.

Additional Information

What's Next

If you're interested in joining the team at Etsy, please send a cover letter and resume telling us why you'd be right for the position. As you've hopefully seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So write to us and tell us what you're all about.

Our Promise

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.

For U.S. roles only:

Many Etsy roles are open to remote candidates, and you'll be able to identify which ones within the location header of each job description. We're open to remote hires from all U.S. states except Hawaii and Alaska. For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.
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Onkar By: Onkar