Senior Product Designer, Customer Resolution
Posted on: 3 Feb 2021
Brooklyn, NY
Job Description
What’s the role?
The Customer Resolutions team builds and maintains experiences that help Etsy customers quickly resolve their issues through intuitive, seamless self-service tools and support experiences. Through rigorous market and user research, you’ll explore, ideate, validate, and build products to support the needs of both sides of our marketplace—our buyers and sellers—and internal partners.
You’ll work with our teams that improve everything from account management and our help center, to helping our sellers understand service standards and tools for our internals teams to keep the marketplace safe. We’re looking for someone who can take complex processes and interactions and make them intuitive and streamlined while thinking about the entire customer journey.
What's Product Design like at Etsy?
Typically, product designers at Etsy work in a squad with a product manager, 3-7 engineers, researcher and analyst. Together they drive their own part of Etsy, deliver solutions to challenging problems and get feedback directly from customers.
Day to day, it looks like:
Discovering insights, opportunities, and requirements
Testing prototypes and hypotheses with users to collect feedback
Launching experiments and evaluating how they perform and how to iterate
Presenting your work to peers and leadership, async and in-person
Taking part in weekly design critiques, workshops, all hands and squad meetings
Thinking and writing about your process and documenting your decisions
Qualifications
Senior level at Etsy means:
You can run independently or give direction to designers within your team
You can lead workshops and optimally align the group around a vision and approach
You have a track record of designing complex flows and customer journeys
You can think and design at a system level, not just interface elements or pages
You’ll regularly make use of your soft skills: listening, negotiating, decision-making
You’ll spend time providing mentorship to other designers
You’ll play a key part in hiring, onboarding, and improving our team’s culture and engagement
Qualities we value in designers:
Effective articulation of ideas and design solutions
Expressing feedback with kindness and candor
Tolerance for ambiguity and healthy curiosity
Translation of quantitative & qualitative insights into design decisions
Contribution to our culture: motivation, optimism, quality, integrity
Etsy, Inc.
Brooklyn, NY
Etsy is the global marketplace for unique and creative goods. It’s home to a universe of special, extraordinary items, from unique handcrafted pieces to vintage treasures.
In a time of increasing automation, it’s our mission to keep human connection at the heart of commerce. That’s why we built a place where creativity lives and thrives because it’s powered by people. We help our community of sellers turn their ideas into successful businesses. Our platform connects them with millions of buyers looking for an alternative—something special with a human touch, for those moments in life that deserve imagination.
As a company, we strive to lead with our guiding principles and to help spread ideas of sustainability and responsibility whose impact can reach far beyond our own business.
How Etsy Works
Our global marketplace is a vibrant community of real people connecting over special goods. The platform empowers sellers to do what they love and helps buyers find what they love.
Sell extraordinarily
With low fees, powerful tools, and support and education, we help creative entrepreneurs start, manage, and scale their businesses. Want to become an Etsy seller? All it takes is 20 cents to get started.
Buy extraordinary
From the specific to the unexpected (or custom-made), our search tools help buyers explore all the special one-of-a-kind items offered by Etsy sellers. Our Journal and Editors Picks curate exciting trends and ideas discovered in the marketplace by our own team.
Shop securely
We provide the technology behind the Etsy marketplace, helping buyers and sellers connect and exchange on Etsy. Keeping those connections safe, fun and secure is our priority, and we’re always here to help.
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IndustryE-commerce
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No. of Employees1,250+
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Website
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Jobs Posted1176
