Etsy is looking for an Operations Specialist to help elevate our chatbot systems and improve the user experience on Etsy.com and other platforms. You will work with chatbot success metrics like automation rates, resolution rates, and bot satisfaction scores (BSAT). A key part of your role will be creating and maintaining dashboards to track and report these metrics.
This position reports to the Senior Manager, Chatbot Optimization & Development. Along with a competitive salary, you’ll receive an equity package, annual performance bonus, and comprehensive benefits for you and your family.
We are hiring candidates based in India. Etsy supports flexible and remote working modes.
Job Details:
Operations Specialist, Chatbot Analytics
Location: Remote (India)
Type: Full-Time
What You’ll Do
- Partner with Product, Engineering, and Service teams to help shape the chatbot program’s goals and roadmap.
- Identify automation opportunities to improve the customer experience.
- Design, build, and launch new chatbot features with Engineering and Product teams.
- Keep Operations, Analytics, and Workforce Management updated about roadmap changes that impact support volume or staffing.
- Analyze chatbot KPIs (e.g., BSAT, resolution rates) and propose data-driven improvements.
Daily Responsibilities
- Build, maintain, and monitor chatbot success metrics on Ultimate.ai and Looker platforms.
- Report and present daily, weekly, and monthly chatbot metrics.
- Review low-performing chatbot conversations and create improvement plans with the Conversation Designer.
- Forecast staffing needs by working with Analytics and Product Insights based on chatbot expansion and new product launches.
Note: Responsibilities may evolve over time based on business needs.
What We’re Looking For
- Strong technical skills and ability to learn new reporting systems quickly.
- Excellent analytical skills, ideally with a background in customer experience data.
- Good documentation skills for project goals and outcomes.
- Strong organizational skills to handle multiple tasks at once.
- A creative problem-solver who challenges the status quo.
- A collaborative attitude and team-first mindset.
- Ability to work Monday to Friday, 2:30 PM – 10:30 PM IST.
How to Apply:
Apply online here:
👉 Apply Now
We look forward to hearing from you!