Etsy · 5 hours ago
Senior Manager, Human Support
Brooklyn, NY
Full-time
Hybrid
Senior Level
$148K/yr - $192K/yr
7+ years expEtsy is the global marketplace for unique and creative goods. The Senior Manager, Human Support will be the strategic owner of Etsy’s 1:1 human-led support experience, leading a key pillar of the Customer Support organization and ensuring high-quality interactions that drive customer loyalty.
Consumer GoodsE-CommerceInternetRetailSales
Responsibilities
Leads the CSAT (Customer Satisfaction) metric for all human-led support channels, developing and implementing strategies to meet and exceed performance targets
Defines the quality standards for 1:1 interactions, ensuring a consistent and empathetic 'Etsy voice' across all global support centers
Acts as the strategic owner for complex support paths, ensuring that high-stakes issues are resolved with a focus on long-term customer retention
Drive the feedback loop with our BPO partners to identify training gaps, process friction, and opportunities for agent empowerment
Oversee the Subject Matter Expert (SME) function within the pillar to ensure that agent-facing documentation and workflows are optimized for human resolution
Identify which customer issues require human empathy and ensure a frictionless hand-off from automated to human support
Ensure that the human support perspective is represented during product launches and that agents have the operational tools they need to succeed
Lead and develop a team of high-performing managers and support specialists, focusing on building a culture of empathy, accountability, and professional growth
Foster an inclusive and high-engagement team environment that prioritizes agent well-being and reduces the burnout associated with complex support work
Qualification
Required
7+ years of experience in Customer Support leadership, specifically managing large-scale 1:1 support teams or BPO quality functions
Proven track record of driving significant improvements in CSAT and other customer sentiment metrics
Exceptional empathy and communication skills, with the ability to advocate for the human experience in a highly automated environment
Strong ability to lead through others, specifically experience managing and developing people managers
Critical thinking with the ability to translate customer friction into actionable process improvements
Benefits
Equity package
Annual performance bonus
Competitive benefits that support you and your family
Company
Etsy
Etsy is an e-commerce site and a smartphone application for buying and selling handmade and vintage items.
1001-5000 employees
H1B Sponsorship
Etsy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (46)
2023 (32)
2022 (52)
2021 (45)
2020 (39)
Funding
Current Stage
Public CompanyTotal Funding
$747.26MKey Investors
Elliott Management Corp.Index VenturesAccel
2025-06-12Post Ipo Debt· $650M
2024-02-01Post Ipo Equity
2017-05-15Post Ipo Equity
Leadership Team
Josh Silverman
CEO
Jim Connell
Staff Software Engineer
Recent News
2026-01-25
2026-01-16
Company data provided by crunchbase