Virtual Customer Service Manager at Wayfair

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Position: Customer Service Team Manager

Location: Remote England & Wales

As a Team Manager for a customer service team, you will directly lead our Service Consultants, and mentor a Team Coach (where required). Your main objectives are to foster a high performing frontline team, drive engagement to enable employee satisfaction, and ensure that company policy and the highest standards are adhered to.

The right candidate will thrive on working in a fast-paced environment where every day brings new, unique challenges and opportunities. You should have excellent business, problem solving & communication skills that will support you to drive change through continuous improvement & operational excellence. You should be proactive by nature, with a desire to innovate and improve existing policies, processes and standards.

This is an excellent opportunity for anyone looking to develop their leadership career with Wayfair. We are looking for proactive and innovative individuals to raise the bar for our teams by driving strong performance, compliance and engagement.

What you’ll do:

  • Support, coach and develop a service team, demonstrating strong performance management and driving a consistent high-performance culture, with the main goal of delivering exceptional customer experience.
  • Ensure team compliance to company policy and process standards.
  • Analyse and interpret performance data from our dashboards in order to explain trends, and drive the required improvements.
  • Change management; drive adoption and compliance to internal process and policy changes.
  • Create and nurture a culture of diversity and inclusivity, driving employee engagement.
  • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Wayfair leaders, including application of succession planning at all levels across all teams.
  • Assist in the Talent Acquisition process of interviewing and hiring candidates who meet Wayfair standards.
  • Assist with the onboarding of new employees, ensuring new hires meet performance targets and are successful in their probations.
  • Work cross-functionally with other internal departments, to drive the overall customer service strategy.

Your Profile:

  • You excel as part of a team where you thrive on sharing your expertise and feedback is welcomed.
  • You demonstrate a high level of customer & employee orientation demonstrating empathy and passion, and you strive to create a high performance culture.
  • You have a friendly and confident communication style both verbal & written.
  • You have the confidence to proactively self-manage and work independently in a fast-paced, changing environment.

What You’ll Need:

  • BS/BA degree or equivalent experience (i.e. proven years of industry experience in lieu of degree).
  • 1+ years of management/supervisory experience.
  • A proven track record of managing and driving performance of direct reports.
  • Outstanding oral and written communication skills.
  • Excellent time management and multi-tasking skills.
  • Ability to adapt to changing environments and “roll up your sleeves”.
  • Proficiency in Google Suite.
  • Flexibility with shift work schedule.

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. 

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