Senior Manager, Human Support

Etsy•New York, NY

12d•Hybrid

About The Position

The Senior Manager, Human Support is the strategic owner of Etsy’s 1:1 human-led support experience. Leading a key pillar of the Customer Support organization, you will define and enable what “good” looks like for our outsourced agents at scale while maintaining accountability for the resolution of our most complex customer issues. You will lead managers focused on empowering agents to deliver high-quality interactions that drive customer loyalty, ensuring that even as we scale through automation, our 1:1 service remains empathetic, accurate, and aligned with Etsy’s brand values. This is a full-time position reporting to the Director, Customer Support. 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.

Requirements

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.

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.