Lead Wayfair Stores Customer Experience

Brief Overview of Position
As the Wayfair Customer Experience Lead you will play a pivotal role in overseeing and enhancing the overall
guest experience in store by serving as a coach mentor and example for both a frontline team and overall
store team across multiple departments. You will directly lead a customer experience team dedicated to ensuring
that customers have a seamless positive and memorable experience from the moment they enter our store to
the completion of their purchase and beyond.

Location
Wilmette IL

Essential Functions
Lead inspire and manage a team of Customer Service Specialists & Associates ensuring a positive and
collaborative team culture. Provide coaching mentorship and ongoing training to develop team
members skills and knowledge.
Oversee daytoday operations of the Customer Service team including managing workload setting
priorities and ensuring timely responses to customer inquiries and issues. Implement and optimize
workflows to handle customer contacts efficiently while maintaining highquality service.
Establish and maintain quality standards for customer interactions ensuring consistency accuracy and
adherence to Wayfairs customer service policies. Conduct regular audits and evaluations to monitor and
improve the quality of service provided by the team.
Work closely with the team to address and resolve escalated customer issues promptly and effectively.
Collaborate with other departments to identify root causes of recurring issues and implement solutions to
prevent future occurrences.
Define and track key performance indicators (KPIs) related to customer service providing regular reports
to leadership on team performance. Use data and analytics to identify trends opportunities and areas
for improvement in the guest service function.
Develop and deliver ongoing training programs for the Customer Service team to ensure they are
equipped with the knowledge and skills required to deliver exceptional service. Stay informed about
product updates policies and procedures to keep the team uptodate.
Collaborate with other departments such as product management sales visual departments design
and marketing and logistics to address customer issues and improve the overall customer experience.
Act as a liaison between the Customer Service team and other internal departments to drive
improvements and resolutions.
Proactively identify opportunities for process improvements and efficiency gains within the guest service
function. Implement changes to enhance the overall customer experience and optimize team
performance.
Gather and analyze customer feedback using insights to drive improvements and enhance customer
satisfaction. Implement strategies to turn customer feedback into actionable insights for the team.
Ensure the Customer Service team adheres to Wayfairs policies procedures and industry regulations.
Stay informed about changes in policies and regulations that may impact customer service operations.

Education Qualifications
High School Diploma High School Diploma Req

Experience Qualifications
13 years Retail experience with a focus in customer service Required
13 years Leadership experience motivating and managing a to achieve strong business results. Required
Experience in handling escalated customer issues and implementing effective solutions Required
Verbal and written communication skills. Ability to effectively communicate with team members other
departments and external stakeholders. Required Experience in identifying and implementing process improvements to enhance efficiency and customer
satisfaction Preferred
Proven ability to collaborate with crossfunctional teams to achieve common goals Preferred
Strong analytical and problemsolving skills Required
Experience in delivering training programs to enhance the skills and knowledge of the customer service
team Preferred

Skills and Abilities
Ability to use data and metrics to make informed decisions and drive improvements in team performance
(Medium proficiency)
Ability to inspire and motivate a team to achieve and exceed performance goals (High proficiency)
Flexibility to adapt to changing priorities and business needs (Medium proficiency)
Effective problemsolving skills with the ability to address complex issues and find practical solutions
(Medium proficiency)
Comfort with using customer service platforms CRM systems and other relevant technologies. Ability to
quickly learn and adapt to new tools and technologies. (High proficiency)
Ability to bounce back from setbacks and maintain composure in highpressure situations. Resilience in
dealing with customer complaints and challenges (Medium proficiency)
Strong collaborative skills to work effectively with crossfunctional teams and departments. Openness to
feedback and a willingness to collaborate on improvement initiatives. (High proficiency)

Physical Demands
Stationary Position Constantly
Move/Traverse Constantly
Stationary Position/Seated Rarely
Transport/Lifting Occasionally (50lbs)
Transport/Carrying Occasionally (50lbs)
Exerting Force/Pushing Occasionally (50lbs)
Exerting Force/Pulling Occasionally (50lbs)
Ascend/Descend Occasionally (50lbs)
Balancing Occasionally
Position Self/Stooping Frequently
Position Self/Kneeling Frequently
Position Self/Crouching Frequently
Position Self/Crawling Occasionally
Reaching Occasionally
Handling Constantly
Grasping Constantly
Feeling Constantly
Communicate/Talking Constantly
Communicate/Hearing Constantly
Repetitive Motions Frequently
Coordination Frequently

About the Company
Wayfair is one of the worlds largest online destinations for the home and certified top places to work ( Fortune
500 Company; The Boston GlobeTop places to work; Fortune Worlds most admired companies2019; Built In
2019 Best places to work (Boston); CertifiedGreat Place to Work)! Whether you work in our global
headquarters in Boston or Berlin or in our warehouses or offices throughout the world were reinventing the
way people shop for their homes. Through our commitment to industryleading technology and creative
problemsolving we are confident that Wayfair will be home to the most rewarding work of your career. If youre
looking for rapid growth constant learning and dynamic challenges then youll find that amazing career
opportunities are knocking.
Wayfair provides equal employment opportunities to all employees and applicants for employment and prohibits
discrimination and harassment of any type without regard to race color religion age sex national origin
disability status genetics protected veteran status sexual orientation gender identity or expression or any
other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of
employment including recruiting hiring placement promotion termination layoff recall transfer leaves of
absence compensation and training.
Wayfair is fully committed to providing equal opportunities for all individuals including individuals with
disabilities. As part of this commitment Wayfair will make reasonable accommodations to the known physical or
mental limitations of qualified individuals with disabilities unless doing so would impose an undue hardship on
business operations. If you require a reasonable accommodation to participate in the job application or interview
process please let us know by completing our Accommodations for Applicants form. Need Assistance For more
information about applying for a career at Wayfair visit our FAQ page here.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals including individuals with disabilities. As part of this commitment Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process please let us know by completing our .

Need Assistance

For more information about applying for a career at Wayfair visit our .

About Wayfair Inc.
Wayfair is one of the worlds 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 were reinventing the way people shop for their homes. Through our commitment to industryleading technology and creative problemsolving we are confident that Wayfair will be home to the most rewarding work of your career. If youre looking for rapid growth constant learning and dynamic challenges then youll find that amazing career opportunities are knocking.

No matter who you are Wayfair is a place you can call home. Were a community of innovators risktakers and trailblazers who celebrate our differences and know that our unique perspectives make us stronger smarter and wellpositioned 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. Thats why were 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 genetic information or any other legally protected characteristic.

We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: ). If you have any questions regarding our processing of your personal data please contact us at If you would rather not have us retain your data please contact us anytime at