About the Role:
Etsy, the global marketplace for unique and creative goods, is seeking a Manager, Seller Risk Appeals to join our team. This remote, full-time position offers the opportunity to lead a team focused on fraud mitigation and policy enforcement within our marketplace.
Key Responsibilities:
- Lead a team of internal agents who review high-priority tasks.
- Manage partnerships with outsourcing teams to ensure alignment and quality standards.
- Drive continuous improvement through process reviews, risk categorization, and feedback to enforcement teams.
- Make recommendations for improvements to the member experience and related systems and processes.
- Identify and implement solutions for inefficiencies and incorporate automation into workflows.
- Supervise and manage incoming queue volume to ensure timely and transparent responses to members.
- Manage high-priority escalations through investigative processes, cross-team collaboration, and fair resolution identification.
Qualifications:
- Fluent in both English and Spanish.
- 3-5 years of fraud experience (marketplace experience a plus).
- 2+ years of people management experience.
- Strong understanding of fraud trends and risk mitigation strategies.
- Excellent communication and interpersonal skills.
- Strong judgment, logical critical thinking, and data-driven insights.
- Experience with Zendesk, Slack, and Google Suite (preferred).
- Alignment with Etsy’s vision, mission, and values.
Benefits:
- Competitive salary, equity package, and performance bonus.
- Comprehensive benefits package.
- Opportunity to work remotely from Mexico.
- Flexible work arrangements.
- Supportive and inclusive work environment.
About Etsy:
Etsy is a global marketplace that connects millions of entrepreneurs with buyers around the world. We are committed to creating a diverse, equitable, and inclusive workplace.
Join us at Etsy and be part of a team that is dedicated to fostering creativity and supporting small businesses.
