Tier 2 Customer Support Manager

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EU Customer Journey Manager - Tier 2 Customer Support

We are looking for an exceptional customer service advocate to manage an EU Customer Journey Team.

The first Customer Journey Teams were established in April 2019 as we wanted to create a team that would take end to end ownership of complex customer issues or problems which arise operationally across the Wayfair network. The customer is at the heart of everything we do and by creating these teams our goal is to resolve customer issues efficiently and with the best desired outcome. We also aspire to identify the root cause of the issues and work cross functionally to eliminate these for all future orders. This team is responsible for providing high-quality end-to-end resolutions for our customers, while also ensuring that we are maximizing our resolutions by working with our Logistics and Supplier Partners to resolve issues promptly, as well as identifying and finding solutions for root causes that lead to delays with Wayfair Customer Orders. This is an excellent opportunity for anybody looking to advance their skills as well as looking for their next career opportunity.

What You'll Do:

  • Supporting and facilitating a Team of 10-20 Tier 2 Customer Service agents in achieving core KPIs and driving performance by reviewing daily performance and outlook
  • 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.
  • Identifies process development opportunities within core function/team and elimination of process gaps. 
  • Participate and drive the continuous improvement culture through lean projects, identifying and eliminating barriers to productivity and quality.
  • Investigate, pre-empt, and resolve roadblocks and tech issues to stop them impacting customer experience.
  • Track common issues, collaborate with the owners to update standards, and work with our Operational and Experience Improvement teams to gather insights on how changes will / have impacted customers.
  • Revise standards and customer expectations in order to provide excellent customer service while also striving to prevent loss and work with our partner Couriers and Suppliers to solve issues promptly.

 

What You'll Need:

  • Have minimum of 2+ years tenure in Wayfair Specialized/Tier 2 or 2+ years supervisory experience in a customer support team
  • You must be fluent in English and have a conversational level in German/French/Italian
  • A passion for understanding the root cause of an issue and a drive to develop creative solutions to improve procedures for the future.
  • Excellent communication skills and adept at distilling complicated issues in a concise manner.
  • Customer-facing experience and a strong pro-customer mindset when resolving complicated order issues
  • Excellent teamwork skills, strong attention to detail and comfortable taking responsibility and ownership of your own tasks. 
  • You will be proficient with MS Excel and G Suite. SQL/Tableau/Data Studio experience is an advantage but not a necessity.

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.