Manager, Seller Automated Support

Etsy
United States
Workplace: HybridFull timeUSD 131,000 - 171,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 4+ yearsSkills: ["Prioritization","Operational problem-solving","Cross-functional collaboration","Data analysis","Leadership"]

Lead a team responsible for Etsy’s seller self-service and automated support, including the Seller AI Agent, Help Center, and automated communications. Own team performance, development, and operational outcomes by using data and sentiment to improve resolution quality, containment, and trust in automated support. Partner cross-functionally to align automated experiences with product and policy changes while monitoring capacity, risks, and scalable seller journeys.

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FursaFursa
Etsy
Etsy
2 days ago

Manager, Seller Automated Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead a team responsible for Etsy’s seller self-service and automated support, including the Seller AI Agent, Help Center, and automated communications. Own team performance, development, and operational outcomes by using data and sentiment to improve resolution quality, containment, and trust in automated support. Partner cross-functionally to align automated experiences with product and policy changes while monitoring capacity, risks, and scalable seller journeys.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop the team with clear quality and performance expectations and behavioral feedback.
  • •Own performance and optimization of seller-facing automated support and self-service experiences (Help Center content, email journeys) to improve accuracy, scalability, and reduce unnecessary contact volume.
  • •Use data, sentiment, and contact drivers to identify issues and drive improvements, ensuring automation provides clear resolution paths with seamless handoffs to human support.
  • •Translate team goals into priorities, delegate with defined success criteria, and manage delivery across dependencies including product launches, policy changes, and enablement timelines.
  • •Monitor capacity, make tradeoff decisions, surface risks early with recommended paths forward, and partner with product/engineering/tech ops plus human support teams to strengthen quality and escalation paths.

Pay and Benefits

Salary: USD 131,000 - 171,000 annually
Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • •4+ years of experience in Support Operations, Program Management, Self-Service Strategy, or a related field, including experience managing people and leading complex work.
  • •Strong judgment in prioritization and operational problem-solving while navigating cross-functional dependencies.
  • •Comfort working with data and customer sentiment to diagnose issues and improve processes, content, or support experiences.
  • •Experience partnering closely with product and engineering teams to land operational improvements.
  • •Ability to lead steadily through ambiguity, change, and high-pressure moments while keeping the team focused and supported.
Experience:4+ yearsSupport operationsSelf-serviceProgram management
Skills:PrioritizationOperational problem-solvingCross-functional collaborationData analysisLeadership

Company Brief

Etsy
Operates a global online marketplace focused on handmade, vintage, and unique goods, connecting independent sellers with buyers and providing tools for listing, payment processing, shipping, and shop management.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Brooklyn, New York, United States
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn