Remote Bilingual Customer Support Specialist

Wayfair; Annapolis (MD); On-site; USD 27,552 - 41,328; Full time

Benefits offered by this job

Health, vision, and dental insurance

401(k) with employer match

Paid breaks and holidays

Parental leave options

Training reimbursement

Employee discounts

Volunteer day

Job summary

Wayfair seeks a Customer Service Consultant to support customers from Annapolis and beyond with a flexible remote arrangement. The role handles inquiries via phone, chat, and email and requires quick, accurate issue resolution and a friendly, professional demeanor.

In this full-time remote position, you will manage order statuses, replacements, and product availability while maintaining service levels and customer delight through attentive listening and proactive communication.

Qualifications

• Must be at least 18 years old.
• Fluent in both Spanish and English (reading, writing, speaking).
• Bachelor’s Degree, GED, or equivalent.
• Reliable wired Internet connection (no Wi-Fi): at least 25 Mbps down and 5 Mbps up.
• Use a Wayfair-provided laptop and peripherals; Windows experience.
• Dedicated, quiet workspace.
• Completion of mandatory training; no missed sessions.
• Potential candidates may skip initial evaluation if needed.

Responsibilities

• Attend full shift on time and maintain reliability.
• Handle 50–60 inbound contacts per shift via phone, chat and email.
• Address shipping questions, damages, returns, product availability, order status.
• Exceed performance metrics and improve customer delight scores.
• Interact with customers with empathy and active listening.
• Provide first–touch resolution using company resources; no scripts.
• Multi-task across browsers and support tools, keeping fast, accurate responses.
• Escalate systemic problems and propose improvements to management.

Skills

Spanish

English

Education

Bachelor's Degree / GED / equivalent

Job description

Wayfair seeks a Customer Service Consultant to support customers from Annapolis and beyond with a flexible remote arrangement. The role handles inquiries via phone, chat, and email and requires quick, accurate issue resolution and a friendly, professional demeanor.

In this full-time remote position, you will manage order statuses, replacements, and product availability while maintaining service levels and customer delight through attentive listening and proactive communication.