Work From Home

Wayfair Is Hiring a Customer Service Manager to Work Overnights

Some of the links in this post are from our sponsors. We provide you with accurate, reliable information. Learn more about how we make money and select our advertising partners.

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.