Manager for Dispute Investigation

The Dispute Investigation team is part of the Member Operations organization and works on the front lines providing a support experience that is human, trustworthy, and effortless. We protect the quality of Etsy’s markets by communicating and implementing site policies. We believe that through providing extraordinary support, we can instill trust back in Etsy even after the most difficult experience.

As the Manager of Dispute Investigation you will help make customer support a competitive advantage for Etsy. Success in this role is characterized by close, continuous coordination with one other Dispute Investigation Manager and an Operations Manager -- working with them to maintain an in-depth knowledge of our policies and practices while keeping the team and internal partners apprised of changes and trends.

You’ll lead a talented team with deep training and institutional knowledge, keeping them educated and engaged while cultivating a culture passionate about solving problems and continuous improvement. You’ll ensure the team delivers on customer experience metrics around effort and satisfaction.

This role is located in Hudson, NY.

About the Role

  • Providing steady leadership and career shepherding to a team with a diverse range of skills and professional backgrounds.
  • Hiring, growing, and retaining top talent.
  • Able to translate broader organizational vision and strategy into actionable team goals.
  • Building out and/or maintaining robust customer feedback loops with relevant product and engineering teams.
  • Working seamlessly with internal partners who help to craft sellers’ experience of our services (e.g. QA, Help Content, outsource partners)Holding direct reports to high standards of performance and personal conduct while also being accessible and receptive to their concerns.
  • Working in tandem with the Operations Manager to monitor team and individual performance, optimize workflows, and figure out staffing needs.
  • Thinking critically and creatively about professional development within the team; aligning skills with roles, team needs, and broader company-wide objectives

About You

  • You think a lot about the coming months and years of what dispute resolution at Etsy could look like. You gravitate to projects and subjects that promise to craft the ideal member experience.
  • You’re able to identify trends, patterns, or emerging problems in data. You rely on an equal balance of emotion and logic to inform your decisions.
  • You’re an extraordinary listener and communicator with strong interpersonal and relationship-management skills.
  • You have an intuitive feel for balancing authority, modesty, and approachability.
  • You can motivate others to do difficult things and fulfill their potential.
  • You’re versed in providing and receiving feedback as an everyday practice.
  • You know how to maintain composure and positivity in the midst of challenges.
  • You’re willing to taking risks and try things that may fail.
  • You can navigate ambiguity -- weighing contending objectives and timelines, and making thoughtful compromises to push your team forward.
  • You have 5+ years of relevant work experience in the customer service/support space and experience as a people leader.
  • Bonus points for doing this in the technology space, but we are interested to hear from you if you've worked in other more traditional operating companies too!

What’s Next

Interested in working with us? Send us a cover letter and your resume explaining why you’d be great for the job. We value your unique talents and point of view, so feel free to tell us what you are all about. If you have an online presence (blog, Twitter, Facebook), send it along. And if you write, draw, craft, or contribute to something you’re proud of, we’d love to hear about it.  

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Etsy is an equal opportunity employer, we do not discriminate on the basis of color, ancestry, religion, gender identity, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status.

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