Product 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.

Base salary range: $185,000 – $241,000 per year. Eligible for equity package, annual performance bonus, and competitive benefits.

New York, NY – candidates within commutable distance of the Etsy Brooklyn Hub may be the first considered.

We are looking for a passionate product manager to improve the support that Etsy provides to our buyers and sellers. In particular, you will drive the improvement of self‑service to provide better support experiences at scale and ensure that buyers and sellers feel confident Etsy has their back when things go wrong.

• This team works closely with our broader Customer Operations organization to ensure outstanding buyer and seller service. Immediate focus areas include driving support accessibility, increased reliability, and overall customer delight.
• You’ll work with a dedicated cross‑functional squad that includes engineering, design, research, analytics, and product marketing, and be a core liaison to other product and operations partners.

• Lead all aspects of the squad’s product vision, strategy, development, and execution.
• Work closely and collaboratively with design and engineering, as well as business and product partners, to build products that are effective, scalable, and easy‑to‑use for buyers and sellers.
• Integrate user research, market analysis, and customer feedback into product requirements to ensure products satisfy customer needs as well as wants.
• Prioritize product roadmap through continuous iteration, user research, analysis, and experimentation.
• Assume other tasks as required and adapt duties as needed.

• Proven experience leading complex, user‑facing product initiatives.
• Demonstrated track record of collaborating to ensure product strategy balances moving fast with consideration of diverse perspectives.
• Passionate about solving ambiguous customer problems.
• Experience using both qualitative and quantitative data to make product decisions and knowing when and how to balance data with intuition.
• Success sharing timelines, trade‑offs, and risks with senior leadership.
• Chatbot and/or customer support experience is a strong plus.

If you’re interested in joining the team at Etsy, submit your resume and (optional) cover letter. We value individuality and encourage applicants to share what makes them unique.

At Etsy, we believe that a diverse, equitable, and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal‑opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status, or any other characteristic protected by applicable law.

If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.

Mid‑Senior level

Full‑time

Product Management and Marketing;
Software Development

Etsy offers different work modes, including flex and office‑based options. Learn more about workplace safety policies and performance expectations here.