Product Designer, Support Experience

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect entrepreneurs with buyers around the world. Etsy, Inc.'s 'house of brands' portfolio has expanded to now include four individually distinct ecommerce brands Etsy, fashion resale marketplace Depop, musical instrument marketplace Reverb, and Brazil-based handmade goods marketplace Elo7. As an Etsy employee, you'll tackle unique problems alongside talented coworkers committed to Keeping Commerce Human. We're large enough that you'll focus on meaningful, complex challenges, but small enough that you can make a rewarding impact.

What’s the role?

The Support Platform team builds and maintains experiences that help Etsy customers quickly resolve their issues through intuitive self-service tools and support experiences. Through meticulous 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.

You’ll work with our teams that improve everything from order issues, account management, and our help center, 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 workflows and make them intuitive and streamlined while thinking about the entire customer experience!

What is Product Design at Etsy?

Typically, product designers at Etsy work in a squad with a product manager, 3-5 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 

We are considering remote candidates based in the US for this position. Etsy offers three different work modes to meet the variety of needs and preferences of our team: Flex mode for candidates who are comfortable traveling to an office location 2+ times per week, Remote mode, and Office-based mode. Learn more about our flexible work modes and vaccination policy here.

Mid level at Etsy means:

• You work independently but seek mentorship and feedback from your manager and more senior designers

• You contribute to strategy and design direction

• You use research and data to inform your design solutions

• You sketch, prototype, and create high fidelity artifacts for the team, using your judgment to determine the best formats and fidelities for your work

• You use our design system proficiently and consistently

• You ship good work, balancing pragmatism and quality

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 design team: motivation, optimism, quality, integrity

Interested in applying? See our tips for interviewing for a design role at Etsy.

Please note: If you are expressing interest by applying to one Product Designer role, your application will automatically be considered for all open positions at that level. Please do not apply to roles at the same level. We have you covered!