Work From Home

Wayfair Is Hiring a Customer Service Manager to Work Overnights

Attention night owls with management experience — check this job out.

Wayfair, the e-commerce giant in the home goods industry, is hiring a virtual customer service manager. This position will oversee sales and service consultants during the overnight shift, from 12 a.m. to 8 a.m. EST.

Once hired, you’ll be tasked with managing a team of 12-18 virtual agents, assisting them with any questions regarding post-order issues. These issues include, but are not limited to: returns, replacements, refunds, delivery status and back-order inquiries.

You’ll also find ways to improve customer satisfaction by coaching and developing your team and analyzing data trends.

If this job doesn’t sound like a good fit for you, check out our Work-From-Home Jobs Portal. We post new opportunities there all the time — and we vet them, too.

Virtual Customer Service Manager (Overnight Shift) at Wayfair

Pay: Not Specified

Responsibilities include:

  • Managing a virtual team of 12-18 consultants.
  • Supervising sales and service consultants answering calls or emails from customers.
  • Assisting the sales and service consultants with their questions regarding post-order issues such as returns, replacements, refunds, etc.
  • Helping the consultants meet customer satisfaction goals and find new sales opportunities.
  • Coaching and developing the agent’s soft skills and service techniques.
  • Making recommendations and taking corrective actions to manage team performance, including disciplinary actions or termination as necessary.
  • Working closely with human resources and senior leadership to resolve employee issues.
  • Analyzing data and trends to find ways to close the performance gap.
  • Reviewing time-off requests.
  • Responding professionally to escalating customer service issues.
  • Providing backup support by taking calls during staff shortages and high-volume activity when needed.

Applicants for this position must:

  • Have at least three years of leadership experience.
  • Have at least one year of experience leading a virtual team (noting specific examples on your resume is recommended).
  • Have a college degree (preferred) or equivalent work experience.
  • Be an excellent problem solver with a proven, results-oriented track record.
  • Have the proven ability to close performance gaps.
  • Be comfortable multitasking.
  • Be able to provide relevant and immediate feedback.
  • Be comfortable working a flexible schedule.
  • Be prepared to alternate between sitting and standing throughout an eight-hour period.
  • Have a basic understanding of how to operate a personal computer.
  • Be able to maintain the required internet speeds.
  • Be able to use a telephone system and headset.

Matt Reinstetle is a staff writer at The Penny Hoarder.