Wayfair Careers

Virtual Coach Sales & Service (Germany based)

Customer Service - Customer Service Management

Job Description

At Wayfair we believe that everyone should live in a home they Love! We are now offering you the opportunity to work in the home you love!

We are looking for highly motivated team players who want to help us revolutionize the ecommerce market for furniture & home accessories putting our Customers first!

Become part of a great team and a true Wayfairian!

As a Virtual Coach you will be the first line of support for our Virtual Sales & Services Consultants across Germany supporting them to resolve customer’s orders, products, payment processing and problems that they are encountering.

To achieve the best possible result for our Wayfair customers, you will partner with the Virtual Team Manager to deliver High performing teams while collaborating with other departments, supplier and logistics stakeholders to drive continuous improvement in delivering a world class experience.

Your profile:

  • You excel as part of a team where you thrive on sharing your expertise while empowering Virtual Sales & Service Consultants to achieve KPI: FCR LCR & Close Rate.
  • You demonstrate a high level of Customer & Employee orientation demonstrating empathy & passion and strive to create a high performing climate.
  • You naturally have a friendly, communicative and confident communication style both verbal & written.
  • You will be confident in your coaching ability and be passionate about sharing best practices.
  • You will have experience of delivering performance improvements through effective coaching and mentorship to drive high quality Customer Experiences.
  • You will identify opportunities for efficiency through coaching observations and root cause analysis.
  • You will work with the Team Manager to support the delivery of performance action plans that will empower Virtual Sales & Service Consultants to exceed in their roles.
  • You will Supporting additional training and assist in improving Virtual Sales & Service Consultant speed to competency.
  • You will be excited to embrace the Virtual World and will be comfortable in using Google Hangout and Skype.
  • You are confident to self-manage and work independently in a fast-paced, constantly changing virtual environment.
  • You will be the first point of escalations for the Sales & Service Consultant dealing with customer escalations and customers follow ups.
  • Fluent in German and English

What makes your work so special with us?

Work with like-minded people who think entrepreneurially and feel inspired in a performance-oriented environment.

  • While this role is primarily Work from Home it can be performed from the office.
  • Should you opt for working from home, forget the long commute time, petrol & transport costs and when you have finished your day you are already home!
  • Money is important: We offer you an attractive base salary with a bonus plan based on your individual success
  • Shape your career: You have many opportunities for further education in a rapidly expanding global organization and to be part of the start of Work from Home in Europe.
  • Be part of our ever-expanding team in Europe and enjoy regular team events, company parties and plenty of networking options
  • You have a great network and know people who also want to work at Wayfair? Then recommend them and get an employee referral bonus
  • We are a fantastic force that builds with passion and fun in a growing ecommerce company

What Does my Work from Home Office Look Like?

Working from home isn’t for everyone, but if you’re confident, disciplined and self-motivated, you can achieve a work life balance that you have been craving for!

You will need to provide a quiet, distraction-free work space within a dedicated room. This room will need a door that you can shut, an ergonomic chair, a desk and your own uninterrupted network connection (consistent speed throughout the day of 25 megabits download & 10 megabit upload). We will provide all other equipment required.

What we need from you?

  • Confirmation of Broadband speed - We will require three screenshots taken in the morning, noon and evening of your broadband speed
  • Successful completion of a pre-employment assessment and background check

What we offer

  • Pension
  • Bonus
  • Gym Membership contribution
  • Employee Purchase Discounts
  • Tuition Reimbursement
  • Paid Volunteering Day



About Wayfair Inc.

Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.

Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.


Note: WAYFAIR is committed to an environment that provides equal employment opportunities to all employees, and qualified candidates, without regard to race, color, religion, gender, sexual orientation, age, national origin or disability.

Requisition ID: 28021