Wayfair Careers

Senior Virtual Customer Service Manager

Ogden, UT

Job Description

Virtual Senior Manager


**This is a remote/work from home position**

Wayfair is seeking an experienced Virtual Senior Manager of Customer Service with a track record of building high performing virtual teams and developing strong leaders. This is a remote leadership position. The right candidate will have a strong sense of urgency and the ability to improve operational efficiency through process improvement. Other critical factors for this role include great problem-solving skills and the ability to think outside the box to resolve customer issues.



  • Develop, manage and coach managers of virtual inbound teams to build successful teams and deliver an exceptional customer experience
  • Analyze team performance and create action plans to drive improvement in KPIs and close performance gaps
  • Make decisions about business policies, managing risks and resolving employee issues
  • Understand the specific challenges and opportunities of a work at home team and demonstrate ways to maximize performance to deliver first class customer and employee experience
  • Build the bench of future leaders by developing managers into successful coaches that demonstrate the ability to leverage customer feedback to implement changes that add value to our customers
  • Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
  • Identify training gaps and partner with support teams to improve performance
  • Hold regular meetings to discuss performance trends and communicate corporate and local initiatives
  • Effectively interview and recommend candidates for hire
  • Coordinate and implement bonus, reward and recognition programs to drive both group and individual performance
  • Take corrective action to manage performance as appropriate
  • Effectively respond to escalated customer service issues to ensure proper resolution



  • 5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams. Email and Chat experience preferred
  • 2+ years of experience in managing virtual teams of 100+ employees required
  • BS/BA degree or equivalent experience
  • Proactive and able to “roll up your sleeves” to adapt to changing environments – this role is very “hands on”
  • Outstanding oral and written communication skills with proven ability to collaborate on cross-functional projects
  • Proven coaching skills that can impact both front-line agents and develop supervisors
  • Flexibility with schedule
  • Strong Internet / PC skills – comfortable and proficient in a technology-driven business
  • Proficiency in MS Office suite
  • Proven ability to close performance gaps
  • Proven ability to multi-task


Essential Job Functions:

  • Ability to alternate sitting and standing throughout an 8-hour period, and sometimes longer
  • Ability to use a computer keyboard and computer screen
  • Ability to use a telephone headset and telephone system
  • Ability to handle stressful customer interactions via telephone and email
  • Ability to perform all above-mentioned duties with or without accommodation
About Wayfair: 
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.

The Wayfair family of sites includes:

Wayfair, an online destination for all things home
-Joss & Main, where beautiful furniture and finds meet irresistible savings
-AllModern, unbelievable prices on everything modern
-Birch Lane, a collection of classic furnishings and timeless home décor
-Perigold, unparalleled access to the finest home décor and furnishings

Wayfair generated $4.7 billion in net revenue for the twelve months ended December 31, 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 7,700 people.


Tag: SLS
Requisition ID: 20236