Company Description

As an Etsy employee, you can do the work you love, be yourself, and make an impact in the lives of millions. Our commitments to diversity and inclusion, team culture and the spaces where we work all reflect our mission to keep commerce human.

Job Description

The International Support team in Dublin is a part of Etsy Member Services organisation, driven by our mission - guide with effortless, human support. This refers to our work with Etsy buyers, sellers, potential members of the Etsy Community, and the internal partner teams we work with everyday. Our Support Specialists have a strong understanding of how each of our members interacts with our site, products and tools. They have the ability to recognize trends, working to improve the member experience by collaborating with internal partners within the organisation to make impactful changes.

As a Support Specialist you will support our members in handling complex issues at a high-functional level that includes offering creative solutions to tough problems. You will also play a meaningful role as liaisons between our community and the rest of the company, including our engineering and product teams. You’ll often be the first to identify trends in the member experience, and you’ll be a voice of the customer, regularly relaying insights to other Etsy teams.

About The Role

• As a Support Specialist you will assist our members as they navigate our site and payments processing platform.
• Our team naturally exhibits a deep understanding of Etsy’s Support Philosophy by providing human, effortless service while building trust with our members.
• As a team who works directly with our community, you’ll be collecting and sharing member suggestions, as well as pain points, directly with the rest of the company.
• Maintain a tight relationship with our buyer and payments focused product teams, collaborate with internal teams and external operating partners on new launches and processes to close knowledge gaps and act as a customer advocate
• Facilitate a strong customer feedback loop that can affect positive outcomes for our members and improve their experience of our products.
• Liaise with banking institutions, PayPal, and third-party partners to track funds and resolve issues.
• Investigate and have strong follow through when assisting our members

Qualifications

• support experience is a big plus (email, chat and phone support)
• Speaks English and French fluently
• Has excellent writing skills; injecting your personality into your writing comes easy.
• Have the ability to absorb complex technical concepts and communicate them to a non-technical audience effectively.
• Possesses a positive, roll-up-your-sleeves-and-help attitude, with the ability to work in a fast-paced environment within team structures.
• Has experience working in a multilingual and multicultural environment, dealing with customers from a variety of backgrounds
• Has upbeat “can do” attitude; composure under pressure
• Advanced computer skills with proven track record of learning new tools and platforms
• Experience in understanding, explaining, and handling complex concepts
• Strong analytical and problem-solving skills; attention to detail
• Knowledge of and investment in what Etsy is about
• Strong collaboration skills; you thrive in a team environment
• Customer service and/or ecommerce experience; multichannel support experience is a big plus (email, chat and phone support)

Optional

• Banking, payment-processing and/or payments support experience

Additional Information

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.