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Lead, Wayfair Stores Customer Experience

Lead, Wayfair Stores Customer Experience-March 2024

Wilmette

Mar 28, 2026

About 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 front-line 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 day-to-day 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 high-quality service. • Establish and maintain quality standards for customer interactions, ensuring consistency, accuracy, and adherence to Wayfair's 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 up-to-date. • 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 Wayfair's 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 • 1-3 years Retail experience with a focus in customer service Required • 1-3 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 cross-functional teams to achieve common goals Preferred • Strong analytical and problem-solving 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 problem-solving 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 high-pressure situations. Resilience in dealing with customer complaints and challenges (Medium proficiency) • Strong collaborative skills to work effectively with cross-functional 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 world’s largest online destinations for the home and certified top places to work ( Fortune 500 Company; The Boston Globe--Top places to work; Fortune World's most admired companies--2019; Built In- -2019 Best places to work (Boston); Certified--Great Place to Work 2018-2019)! 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. 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.<div class="content-conclusion">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 <a href="https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU" target="_blank">Accomodations for Applicants form</a>.

Need Assistance?

<div class="p-richtextsection">For more information about applying for a career at Wayfair, visit our <a href="https://www.aboutwayfair.com/careers/careers-faq" target="_blank">FAQ page here</a>. </div>

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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, 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: https://www.wayfair.com/careers/privacy). If you have any questions regarding our processing of your personal data, please contact us at [email protected]. If you would rather not have us retain your data please contact us anytime at [email protected]. </div>

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