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Job descriptionAbout the Team The Manager, Seller Support is responsible for developing and managing support specialists to handle and continuously improve the one to one support experience. You will monitor and optimize the day-to-day operations of the Seller Support team, ensuring that your team provides their expertise to optimize training, content and quality to increase first-touch resolutions by our front-line support agents.About the RoleProviding steady leadership to a specialized team with a diverse range of skills and professional backgrounds.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 members and in any project work performance, while being accessible and receptive to the team’s concerns and feedback.RequirementsAn ability to motivate teams to do their best work, balancing authority and approachabilityComfort analyzing and reporting on dataExperience communicating and translating technical issues to business stakeholdersExperience with support tools (e.g. Zendesk) is a plusDetails/NotesInterview Process: 30-45 min manager screen, followed by a 30-min knowledge or behavioral interview with 1-2 members of the hiring team.#LI-CL1
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