Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the role?

The Support Specialist is responsible for handling escalated and high priority support contacts from Etsy’s buyers and/or sellers while remaining close to non-escalated ticket work to understand the full support experience. They may collaborate with Enablement as needed to ensure that their subject matter expertise is built into the front-line agent training, content, and quality expectations. 

This is a full-time position reporting to the Customer Support Manager. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. 

For this role, we are considering candidates based in Mexico. Candidates living within commutable distance of Etsy’s Mexico City Office Hub or in Guadalajara may be the first to be considered. Depending on where you are located in Mexico, your work mode will be Local Hybrid, Regional Hybrid or Remote. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our  work modes and workplace safety policies here.

What’s this team like at Etsy?

• You would be joining the Customer Support team, which is part of the broader Customer Support & Services org. Customer Support builds Etsy’s support strategy, enables our front-line support agents and interacts directly with our customers.

• Customer Support handles interactions with our customers as well as collaborates closely with our Product Support and Enablement teams to ensure our agents are well equipped to handle customer requests relating to buying or selling on Etsy.

What does the day-to-day look like?

• Communicating with and supporting buyers and/or sellers

• Responding to escalated and high-priority support tickets 

• Identifying and surfacing ways to improve the agent and customer experience

• Maintaining a thorough understanding of support topics 

• Collaborating with cross-functional teams to resolve complex customer issues and provide tailored solutions

• Assisting with auditing and updating front-line training materials, agent content resources, and/or attending quality calibrations and supporting Grade the Grader as needed

• 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.

Qualities that will help you thrive in this role are:

• 1 year or more in a customer-facing role

• Excellent decision making skills and an investigative nature

• Strong communication skills, both written and verbal, with the ability to convey information clearly and empathetically

• Proficiency in managing complex customer issues with attention to detail and sensitivity to Etsy customer needs

• Ability to work collaboratively within a team environment, sharing insights and best practices to improve the Etsy customer experience

• Experience with support tools (Zendesk, Atlas) a plus 

Additional Information

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've 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 tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.