Senior Data Scientist, Customer Support Analytics

Key Skills

Customer Support, Data Analytics, Data science techniques, Leadership Skill, Operations, SQL

Job Description

We are looking for an experienced Analytics professional to support the product and operations teams responsible for building solutions to deliver effortless, human support to buyers and sellers. Your team’s work ensures Etsy provides world-class customer support and a safe, trusted marketplace for the millions of buyers and sellers in the Etsy community.

As a Senior Data Scientist working in the Customer Support and Services area you will work to deliver clear insights, and provide access to metrics, data, and tools needed for decision-making and optimization at all levels of the organization. Are you passionate about using sophisticated behavioral analysis to drive product development and strategy in customer support? If so, this could be a great match.

This is a full-time position reporting to the Manager of Customer Support & Services Analytics. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like?

• You would be joining the Customer Support & Success Analytics team, which provides analytics support to Customer Support, Outsourcing, and related Product and Engineering teams.

• We are a hybrid team made up of Data Scientists and Analysts who support product launches and experiments, conduct proactive analyses using Etsy data to uncover new opportunities, and enable self-service reporting for operations across our partner teams.

• Your main partners would belong to both the Customer Support and Outsourcing Operations and Product-Engineering teams, whose mission is to deliver available, reliable, and delightful support to our members and to enable scalable growth through outsourcing support, enforcement, and other internal work across various external vendors.

What does the day-to-day look like?

• Partner at the Director and VP level of our Customer Support operations team; combine support, behavioral, and transactional data to shed light on opportunities for operations and product teams.

• Identify impactful metrics to understand the performance of your partner teams, and ingrain these metrics into teams’ day-to-day decision-making.

• Lead proactive analyses to uncover opportunities, help teams set strong hypotheses, and deliver robust analysis

• Lead experimentation, help teams set strong hypotheses, and deliver robust analysis of experiment results.

• Continually evaluate and refine your technical toolkit; teach what you learn to the team.

• Of course, this is just a sample of the kinds of work this role will require. You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• 4+years of proven success as a data scientist or analyst focused on supporting product teams with data access, reporting, and insights.

• Successful track record of distilling highly complex problems into narratives that are concise, action focused, and memorable.

• High proficiency with advanced analytical techniques and SQL

• Ability to communicate insights to senior executives verbally, visually, and in writing.

• Curious mentality to drive creative problem-solving and business impact

• A trust in and commitment to Etsy’s vision, mission and values.

Additional Information

What's Next

If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.