Product Support Specialist Etsy
THIS JOB HAS EXPIRED Etsy is looking for a highly capable and organized individual to join our Product Support Specialist team. This is an exciting opportunity to get in on the ground floor of this new and growing facet of Etsy Support.
The Product Support Specialist works with Product Managers and with peers in design, engineering, business operations, and community to build and maintain successful features and programs for Etsy's community both internally and at large.
This role requires specialized knowledge of Etsy Support in order to inform changes to new features, internal tools, and operations. The Product Support Specialist will lead projects as part of larger feature releases and guide peers on the support team as new features are developed.
About the Job
In addition to meeting and communicating with product teams on a regular basis, as a Product Support Specialist you will work in conjunction with Product Managers to:
Develop and scope both internal and member facing tools with PMs.
Guide new products through their launch life cycle--from conception to development to launch -- ensuring optimal functionality for both members and admin.
Outline optimal workflows for internal operations and build tools around it.
Work with both the support team and the engineering team to catalogue, prioritize, and exterminate bugs prior to launch.
Create FAQs and KBs for new product launches
Provide new product training for the support team (and entire company when necessary)
Coordinate with relevant Community and Support Ops team managers to ensure adequate launch/post-launch support coverage across all channels, including forums and social media.
Collect, suggest and evaluate new feature requests from operating teams and work with PM to maintain and optimize products.
Consult with designers to ensure UI and workflows are synchronized for maximum efficiency.
Act as Internal Consultant and Expert to Community
Serve as the support expert to the entire company.
Synthesize and communicate team?s needs to facilitate implementable product solutions.
Spend a minimum of 50% of work time handling Support tasks -- maintaining familiarity with all concepts, practices, and procedures followed by the support team.
Senior level experience responding to member emails.
Systems thinker with a creative mindset. You see how the machine works and can anticipate growth to scale.
Excellent problem solving skills and ability to prioritize complex, multi-variable problems.
Proactive, can-do attitude with strong interpersonal skills- comfortable working with and building consensus across all functions and levels of the organization.
Strategist and implementer- we need people ready to roll up their sleeves and make an impact right away.
Adaptable -- you can handle a job that never looks quite the same from day to day, you know where your input is useful, and are fearless in the face of a challenge. You like a wide variety of latitude and have a knack for creative problem solving
You?re a natural leader. People ask for your advice and appreciate it once given.
Above all you have contagious enthusiasm for and belief in the Etsy marketplace and vision!
Etsy is the world?s most vibrant handmade marketplace. Our mission is to enable people all over the world to make a living making things. The growing Etsy community includes over 20 million members in over 150 countries. Our sellers collectively list around 17 million active items, and in 2011, we sold over $500 million of goods. Etsy operates transparently and you can check in to see how the Etsy community is doing in our monthly weather reports.
Etsy employees are empowered and expected to be themselves, share ideas, and figure out what they can do to keep Etsy evolving. You?ll get to work with some of the brightest, most creative people you?ve ever met ? but you?ll also be challenged to be one of those people.
||325 Gold Street |
Brooklyn, NY 11201
THIS JOB HAS EXPIRED