Team Leader - Wayfair Customer Service - remote in Poland

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about 2 years old

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Wayfair is coming to Poland! Join our international team and work from the comfort of your own home. 

We have the exciting opportunity to grow our exceptional Service Support Team now in Poland. Thanks to our continued growth, Wayfair is now hiring Customer Service Team Leader with English to lead and develop teams of up to 20 frontline Agents, processing customer queries by phone, chat and email.

This is an unique opportunity to be part of a global organisation while working from home, in Poland and improve your Work Life Balance.

Wayfair is home to great people, great ideas, and great ambition. We are customer-centric and as we grow we are looking for like minded individuals to be part of this journey. Come and help enrich the lives of our customers. 

Learn more about us here: https://www.aboutwayfair.com/

What You’ll Do: 

  • Managing a front-line team of up to 20 customer service representatives ( English speakers), while creating a high performing culture within the team.
  • You will be accountable for all performance management and evaluations for your team, through effective coaching and using data as your guide. 
  • You will contribute to Wayfair culture by supporting team or company efforts that promote collaboration, productivity, learning, and inclusivity.
  • You will develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Wayfair leaders, including application of succession planning at all levels across all teams.
  • You will successfully manage the operational challenges, climate & environment of a virtual team by demonstrating effective leadership and delivering first in class customer and employee experience.
  • You will participate and drive the continuous improvement culture through lean projects, identifying and eliminating barriers to productivity and quality.
  • You will support the scale and growth of the virtual EU Service teams by partnering with IT, Training, HR, Quality and Recruitment teams.

What You’ll Need:

  • Experience as a team manager of direct reports within a Customer Service environment. 
  • Fluency in English. German language is nice to have.
  • Proven track record managing high volume teams. 
  • Ability to adapt to changing environments and display the ability to “roll up your sleeves” – this role is very “hands on”. You will be comfortable working in a fast paced environment without a rigid structure. 
  • You will need a proven ability to drive results through effective coaching as a team leader. 
  • Flexible availability, including willingness to work on weekends (Saturday / Sunday), and outside of the "standard" work day.
  • Eligibility to work and reside legally in Poland.

What We Offer You:

  • Unlimited contract (3 months probation period)
  • Home Office work (in Poland)
  • Annual bonus
  • Annual home office support contribution: 1200 PLN gross
  • Home office tech equipment
  • Pension
  • Gym Membership contribution - Multisport Card
  • Private Health Care Provider - LuxMed - Golden Package
  • Learning and Development budget - get over 50% of your learning costs reimbursed (up to 23.000 PLN / year)
  • Employee Referral Program - get a bonus of 2000 PLN / 4000 PLN
  • Mental Health support - we are working with Life Works
  • Paid day of Service - join some of our Volunteering Programs or bring your own initiative!
  • Training, courses and development opportunities

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.