Engineering Manager, Customer Support

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

$209,000.00 - $271,000.00

What’s the role?

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.

What’s this team like at Etsy?

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.

What does the day-to-day look like?

• 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.

Qualities that will help you thrive in this role are:

• 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