Wayfair Careers

Senior Virtual Customer Service Manager

ME, United States
Customer Service

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 maintain the required internet speed.
  • 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


Requisition ID: 20090