Customer Service Manager II

    • Elmira, NY

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair.

What You'll Do

  • Develop, manage and coach a team of supervisors who oversee customer service agents
  • Analyze team performance to drive improvement in KPIs and close performance gaps
  • Make decisions about business policies, managing risks and resolving employee issues
  • Identify training gaps and partner with support teams to improve performance
  • Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
  • Effectively interview and recommend candidates for hire
  • Analyze trends based on historical data to close performance gaps
  • Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution

What You'll Need

  • 3+ years of proven leadership experience effectively driving results of front line teams through direct reports
  • Proven ability to close performance gaps through coaching and mentoring
  • Proven ability to successfully provide relevant and immediate feedback in a complex environment to both supervisors and agents
  • Strong problem-solving skills and the ability to think analytically while working in an fast-changing environment
  • Excellent communication and relationship building skills
  • Bachelor’s Degree or equivalent customer-facing and management work experience

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