Engineering Manager, Customer Support

Etsy•New York, NY

7d•Hybrid

About The Position

We are looking for an experienced engineering manager to help us improve the support that Etsy provides to our buyers and sellers. In particular, you would drive improving the quality of our self-service in order to provide better support experiences at scale, as well as ensuring that our buyers and sellers both feel confident that Etsy has their back when things go wrong. This is a full-time position reporting to the Director of Engineering. 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 the United States. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. 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. This team works closely with our broader Customer Operations organization to ensure outstanding buyer and seller service. The team’s focus is on developing and maintaining the tools necessary for delivering a best-in-class support experience for our ever-expanding group of buyers and sellers, with an immediate emphasis on driving support accessibility, increased reliability, and overall customer delight. Our team is a cross-functional group consisting of an engineering manager, product manager, full stack engineers, with support from research, data analytics and operations. This is a remote team with members located throughout the US, Ireland, and Mexico.

Requirements

You have experience leading engineering teams, building products that provide immediate impact and require high reliability
You have a strong technical background and are comfortable using it to steer your team to make decisions that balance short- and mid-term needs
You are an excellent coach, mentor, and developer of engineers, having led experienced engineers and built a path of opportunities to grow your team seniority over time
You are highly collaborative, and enjoy working with other squads that are part of your organization, aiming to shape strategy and make decisions for your team and department
You are a skilled communicator and leader who is able to adapt your style and level of detail to effectively deliver messages upwards, downwards, and broadly around the company
You value people who are curious, enthusiastic, generous, and responsible

Responsibilities

Lead a team of full stack engineers ensuring your team achieves excellent results
Work with the recruiting team in the end-to-end recruiting process
Ensure that new engineers onboard successfully and have the greatest opportunity to excel at Etsy and their careers
Advocate for your team and engineering to raise awareness, ensure inclusion, and drive positive change
Establish and maintain an inclusive, respectful, and diverse atmosphere to ensure that all voices are heard
Collaborate with teams across the initiative and the organization to ensure cohesion across projects and roadmaps
Maintain the team’s software delivery process, and work closely with partners in Product, Design, Research, Analytics, and Marketing to align on outcomes and develop the plan to deliver value for internal and external users
Facilitate continuous learning and improvement for your team
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.