Data Scientist, Customer Support Analytics

Etsy•New York, NY

2d•$124,000 - $160,000•Hybrid

About The Position

We are looking for an experienced Analytics professional to support the product and operations teams responsible for building solutions to deliver effortless, human support to buyers and sellers. Your team’s work ensures Etsy provides world-class customer support and a safe, trusted marketplace for the millions of buyers and sellers in the Etsy community. As a Data Scientist working in the Customer Support area you will work to deliver clear insights, and provide access to metrics, data, and tools needed for decision-making and optimization at all levels of the organization. Are you passionate about using sophisticated behavioral analysis to drive product development and strategy in customer support? If so, this could be a great match. This is a full-time position reporting to the Sr Manager of Customer Support & Outsourcing Analytics. 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. This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here. You would be joining the Customer Support Analytics team, which provides analytics support to Customer Support and related Product and Engineering teams. We are a hybrid team made up of Data Scientists and Analysts who support product launches and experiments, conduct proactive analyses using Etsy data to uncover new opportunities, and enable self-service reporting for operations across our partner teams. Your main partners would belong to the Customer Support, Workforce Management, and Product-Engineering teams, whose mission is to drive customer loyalty and retention through available, reliable, and delightful support and to enable scalable growth through outsourcing support, enforcement, and other internal work across various external vendors.

Requirements

2+ years of proven success as a data scientist or analyst focused on supporting product teams with data access, reporting, and insights.
Successful track record of distilling highly complex problems into narratives that are concise, action focused, and memorable.
High proficiency with SQL
Strong grasp of advanced statistical concepts (hypothesis testing, statistical power, time series), statistical scripting languages (e.g. Python, R)
Ability to communicate insights to senior executives verbally, visually, and in writing.
Curious mentality to drive creative problem-solving and business impact
A trust in and commitment to Etsy’s vision, mission and values.

Responsibilities

Partner with operations leaders and product managers within our Customer Support operations & product teams; combine support and Etsy user behavioral data to shed light on opportunities for improving the effectiveness and user experience of Etsy Support’s self-service solutions, improve the accuracy of our support ticket forecasts, and develop robust reporting for support ticket trends.
Identify impactful metrics to understand the performance of your partner teams, and ingrain these metrics into teams’ day-to-day decision-making.
Lead proactive analyses to uncover opportunities, help teams set strong hypotheses, and deliver robust analysis
Partner with product, engineering, design teams; use behavioral and transactional data to shed light on our users and our support product experience, identify areas for improvement, and drive decision-making.
Lead experimentation, help teams set strong hypotheses, and deliver robust analysis of experiment results.
Continually evaluate and refine your technical toolkit; teach what you learn to the team.