Company Description
Etsy is the integral 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 employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

What's the Role?
The Manager, Buyer & Case Support is responsible for developing and managing T3 support specialists to handle and continuously improve the one-to-one support experience, with a strategic focus on providing exceptional support for Etsy's most valuable buyers. This team embodies our "north star" mission,



turning 1:1 interactions into opportunities to build brand advocates. This manager will monitor and optimize the day-to-day operations of the Buyer Support team and work seamlessly with internal partners and EOPs (Etsy Outsourcing Partners) to provide a feedback loop on the buyer experience.
To be successful in this role, the Buyer Support team must meet and maintain key customer experience goals such as CSAT, Total Resolution Time, Escalation Rate, and First Touch Resolution rate. The team will also be focused on improving workflows in order to continue to scale our operations and better the customer experience.

This is a full-time position reporting to the Sr. Manager, Human Support.
What does the day-to-day look like?
Championing the Tier 3 buyer experience. Identify areas for improving the buyer experience, particularly for Etsy's most valuable customers, and additional workflows like exec

📌 Manager, Buyer (Ciudad de México)
🏢 Etsy
📍 Ciudad de México