Remote Customer Service Manager II: Lead & Improve Teams

Wayfair; Madison (WI); Remote; USD 41,328 - 68,880; Full time

Job summary

Wayfair in Madison, USA, seeks a Customer Service Manager II to lead a large agent group and drive performance, quality and customer satisfaction. You will manage a multi-director team, report on KPIs, and partner across departments to deliver value.

The role requires a Bachelor's degree, 3+ years of people management, and strong analytical and communication skills, with SQL literacy to support reporting and improvements.

Qualifications

• Bachelor's degree required.
• 3+ years of people management experience.
• Strong analytical abilities and data interpretation skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally and drive process improvements.

Responsibilities

• Lead a group of 30-50 representatives through 3–7 directors responsible for day-to-day value-based work for Wayfair clients and providers.
• Convey progress and KPIs to the Ranking director and Partner Head of division.
• Provide guidance to senior administration on group execution, advancement, and improvement initiatives.
• Analyze and develop custom reports and ad-hoc analyses on performance and drift to inform management decisions.
• Improve tools and processes to make teams more efficient while maintaining a sharp customer focus across departments.

Skills

People management

Analytical skills

Communication skills

Problem solving

SQL knowledge

Education

Bachelor's Degree

Tools

SQL

Job description

Wayfair in Madison, USA, seeks a Customer Service Manager II to lead a large agent group and drive performance, quality and customer satisfaction. You will manage a multi-director team, report on KPIs, and partner across departments to deliver value.

The role requires a Bachelor's degree, 3+ years of people management, and strong analytical and communication skills, with SQL literacy to support reporting and improvements.