Experienced Customer Service Manager - Virtual: Lead a High-Performing Team in Delivering Exceptional Customer Experiences

About Wayfair Inc.

At Wayfair, we're passionate about revolutionizing the way people shop for their homes. As one of the world's largest online destinations for home goods, we're committed to industry-leading technology and creative problem-solving. Our global headquarters in Boston and Berlin serve as hubs for innovation, and our warehouses and offices worldwide are home to a diverse team of innovators, risk-takers, and trailblazers. We're a community that celebrates our differences and values the unique perspectives that make us stronger, smarter, and well-positioned for success.

Job Summary

We're seeking an experienced Customer Service Manager to lead our high-performing team in delivering exceptional customer experiences. As a key member of our Customer Service Team, you'll be responsible for managing a team of 18-20 consultants, providing coaching and counseling, and ensuring that our customers receive the highest level of service. If you're a results-driven leader with a passion for customer satisfaction, we encourage you to apply.

Key Responsibilities

• Manage a team of 18-20 consultants at varying skill levels, providing guidance and support to ensure they meet customer satisfaction and resolution targets.
• Supervise consultants answering calls and emails from customers seeking assistance with post-order issues, such as returns, replacements, refunds, delivery status, and back order inquiries.
• Conduct side-by-side observations and quality assurance (call monitoring) reviews to identify areas for improvement and provide constructive feedback.
• Make recommendations and/or take corrective action to manage performance, including disciplinary and termination processes.
• Work closely with Talent Management and Senior Leadership to address and resolve employee issues.
• Effectively interview and recommend candidates for hire, ensuring that new team members possess the skills and qualities necessary to excel in their roles.
• Analyze trends based on historical data to close performance gaps and identify opportunities for growth and improvement.
• Respond in a professional and courteous manner to escalated customer service inquiries, requests, or complaints to reach an effective resolution.

Essential Qualifications

• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
• Proven ability to close performance gaps and drive results-oriented initiatives.
• Excellent communication and relationship-building skills, with the ability to effectively collaborate with team members, stakeholders, and customers.
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment.
• Bachelor's Degree or equivalent customer-facing and management work experience.

Preferred Qualifications

• Experience in a customer-facing role, preferably in a call center or customer service environment.
• Proven track record of success in leading high-performing teams and driving customer satisfaction.
• Knowledge of customer service software and systems, including CRM platforms and quality assurance tools.
• Ability to work in a remote environment and effectively manage a team across different time zones.

Skills and Competencies

To succeed in this role, you'll need to possess the following skills and competencies:

• Strong leadership and management skills, with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with team members, stakeholders, and customers.
• Proven problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong customer service skills, with a focus on delivering exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

At Wayfair, we're committed to helping our employees grow and develop their careers. As a Customer Service Manager, you'll have access to a range of learning and development opportunities, including:

• Regular training and coaching sessions to help you develop your leadership and management skills.
• Opportunities to participate in cross-functional projects and initiatives, allowing you to gain a deeper understanding of our business and develop new skills.
• Access to our employee development program, which provides a range of training and development opportunities to help you achieve your career goals.

Work Environment and Company Culture

As a remote employee, you'll have the flexibility to work from anywhere, at any time. However, you'll still be an integral part of our team and will be expected to participate in regular virtual meetings and collaborate with colleagues across different time zones.

At Wayfair, we're committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that our unique perspectives and experiences make us stronger, smarter, and well-positioned for success.

Compensation, Perks, and BenefitsCompensation and Benefits

We offer a competitive compensation package, including a salary range of $59K-65K, depending on location, job-related knowledge, skills, and experience. In addition to your base salary, you may also be eligible for restricted stock units (RSUs) as part of your compensation package.

We also offer a range of benefits, including:

• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible paid time off (PTO) policy.
• Access to our employee assistance program (EAP).
• Discounts on Wayfair products and services.

How to Apply

If you're a motivated and results-driven leader with a passion for customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.

Apply now and join our team of innovators, risk-takers, and trailblazers who are shaping the future of e-commerce and home goods.