Virtual Team Coach / Trainer - in CS - Work from Home at Wayfair

Remote, Poland

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Wayfair Inc.

Shop Wayfair for A Zillion Things Home across all styles and budgets. 5,000 brands of furniture, lighting, cookware, and more. Free Shipping on most items.

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As a Team Coach for a Customer Service team, you will support Service Consultants as the first point of contact, by providing accurate and beneficial information regarding policies, procedures and other order related matters. Additionally, the Team Coach is the first point of escalation for our customers, owning these end-to-end, whilst working to protect customer and company interests and driving customer loyalty.

The Team Coach will support the Team Manager to drive KPI performance of the team by sharing coaching, training and other ad-hoc duties where necessary. Additionally, the Team Coach will work actively with the management team to gather data/feedback on issues driving contacts, in an effort to deflect contacts, ensure faster resolutions and foster an environment of continuous improvement

This is an excellent opportunity for development, as the first step on the leadership trajectory. You will be expected to lead by example, acting as a “lighthouse for the team” and ensuring that all current standards are adhered to. 

What We Offer You:

  • Cancel commuting and work comfortably from your home
  • We reward your performance with our bonus system
  • We make sure you are well in your Home office with our support contribution and all necessary computer equipment
  • We support your well being with our own Gym Membership contribution
  • The opportunity to organize Paid Volunteer Day for the cause of your choice or Match your donations to charities. Your values matter!
  • We take our Working Culture very seriously and support career development opportunities
  • Pension Plan

What you’ll do:

  • Drive performance and compliance to processes through effective coaching, training and real-time support for Service Consultants.
  • Act as the first point of escalation for escalated customer service enquiries, requests or complaints, aiming to reach an effective resolution in all instances.
  • Stand in for Manager(s) or peer Team Coach(es) in their absence.
  • Identify opportunities for efficiency through coaching observations and root cause analysis.
  • Show initiative in identifying training needs and be proactive in surfacing up issues impacting the business to management.
  • Show flexibility to handle other duties as required.

What You’ll Need:

  • Experience as a team coach / trainer within a Customer Service environment. 
  • Fluency in English. Proficient level in German is a plus. (Depending on the market you will be supporting: UK or DE)
  • Proven track record of coaching high volume teams. 
  • Outstanding oral and written communication skills. 
  • Excellent time management and multi-tasking skills.
  • 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. 
  • Flexible availability, including willingness to work on some weekend days (Saturday / Sunday) and bank holidays, and outside of the "standard" work day.
  • Eligibility to work and reside legally in Poland.



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.

Job region(s): Europe
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