Flexi-Time Virtual Customer Service Team Manager - UK

Remote, United Kingdom

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Wayfair Inc.
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Posted 4 weeks ago

Flexi-Time Virtual Customer Service Team Manager - UK

Two years ago Wayfair began the journey of creating fully remote organisations supporting customers in Europe and North America. Now, at a time when the rest of the world is moving to remote working, Wayfair is already doing it well.  Today there are over 300 employees working throughout Ireland and Germany and soon to be the UK from their homes delighting customers across Europe. We are growing our teams and increasing on flexible working arrangements and are seeking to hire Team Managers to help lead our people and shape our future. 

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. 


Who We Are:

Wayfair’s mission is to make sure everyone lives in a home they love. We are one of the world’s largest online destinations for the home. Our business is growing and we are reinventing the way people shop for their homes, large or small. Using technology and innovation we always seek to improve the shopping experience for our customers and work tirelessly to make each interaction best in class. 

We are seeking inspirational leaders, pioneers, passionate about people. We are looking for individuals who are customer centric and ambitious. Managers who are curious and interested in building the future for our customers and also for our people. If  you are passionate about developing your people, you thrive in an environment that is always moving forward, fast paced and growing, then Wayfair might be the right place for you. 

What You’ll Do: 

  • Create and maintain a high performing culture within your front-line team of up to 20 customer service representatives. 
  • You will be accountable for all performance management and performance evaluations for your team, through effective coaching and using data as your guide. 
  • 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
  • Successfully manage the operational challenges, climate & environment of a virtual team by demonstrating effective leadership deliver first in class customer experience and employee experience
  • Participate and drive the continuous improvement culture through lean projects. Identifying and eliminating barriers to productivity and quality.
  • 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:

  • You must be available to work the same shift pattern as your team, which can include evenings and weekends and split shifts.
  • 3+ years in a Customer Service role and minimum of 2 years supervising and leading high performing teams within a Customer Service operation. 
  • You will have a proven track record managing high volume teams. (Omni channel experience preferred and in Contact centre operations).
  • BS/BA degree or equivalent experience (i.e. proven years of industry experience in lieu of degree).
  • You will have the ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”. You will be comfortable working in a fast paced environment without a rigid structure. 
  • Proven ability to drive results through effective coaching. 
  • Advanced computer skills using a variety of programs highly desired


About Wayfair 

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 tags: Coaching Computer skills Customer service HR Training