Virtual Senior Customer Service Associate

Wayfair; United States; Remote; USD 52,349,000 - 75,768,000; Full time

Benefits offered by this job

Health, Vision and Dental Insurance

401(k) with company match

Paid Time Off

7 Federal Holidays + 1 Floating

Parental Leave options

Tuition Reimbursement

Wayfair Employee Discount

Volunteer Day for Community Service

Job summary

Wayfair is seeking a Virtual Senior Customer Service Associate to work remotely in the US, supporting customers across channels. This full-time role involves 8-hour shifts within 8:00 AM–10:00 PM EST, with two days off.

You will handle 50–60 calls per shift, addressing post-order issues with empathy and autonomy to find effective solutions. You will be trained fully and become the voice of Wayfair, using tools to navigate inquiries about shipping, returns, replacements, and product availability,

Qualifications

• Must be 18 years or older.
• High School Diploma, GED, or equivalent.
• Excellent reading, writing and understanding of English.
• Windows operating systems knowledge; training is mandatory.
• Qualified applicants will undergo an assessment.

Responsibilities

• Handle a high volume of calls with empathy and professionalism.
• Resolve post-order issues like shipping, returns, and replacements.
• Engage customers via phone, chat, and email with no scripts.
• Maintain professional composure and escalate systemic issues as needed.
• Strive for first-contact resolution and customer satisfaction.

Skills

Customer service

Communication

English proficiency

Education

High School Diploma

Tools

Windows OS

Job description

Location: Remote, US

Category: Customer Service

Requisition ID: 17374

Virtual Senior Customer Service Associate

• Full Time Position - 100% Virtual
• Schedule: Full-time, 8 hour shifts between the hours of 8:00AM- 10:00PM EST daily with two days off (one weekend day and one week day). Specific schedules and days off will be selected during the interview process on a first-come, first-served basis.
• The hourly rate for this position starts at $18.60, with the final pay rate determined by your location's zip code. In addition, you are eligible for quarterly bonuses of up to $2,200.

The Wayfair Opportunity

At Wayfair, we believe a phenomenal customer experience combined with a supportive employee structure has resulted in our award-winning Customer Service Team.

This isn't just about taking another phone call— this is about empowering our customers to create spaces reflecting who they are, what they need, and what they value. You’ll play a crucial role by providing a best in class experience when it’s most needed. Wayfair will give you the training, tools, and decision‑making ability to help our customers find solutions that work best for them.

You will empathetically help customers navigate a variety of post-order issues such as: shipping questions, damages, returns, replacements, assembly services and order notifications. No scripts. No canned responses. These are true human to human interactions where you can make a meaningful impact. Wayfair will invest in you with continuous development, career opportunities, and will surround you with a team of great people.

What Does a Senior Customer Service Associate Do?

• Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.
• Handle a High Volume of Contacts: You will handle an estimated 50-60 phone calls per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back calls during your shift.
• Meet Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
• Professionally Engage Customers: You’ll need a passion for people. You'll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.
• Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
• De-Escalate Customer Concerns: Most customers contact us because they’ve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
• Problem Solve: Solutions aren’t a one‑size‑fits‑all approach so customer service representatives do not read from pre‑populated scripts. You will be given a level of autonomy to help customers find the right solution. You’ll need to think analytically to solve customer problems in a first contact resolution approach.
• Be Tech Savvy & Multitask: You’ll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis, and enjoys learning new programs.
• Escalate Systemic Issues: Help us continuously improve. You’ll identify areas where improvement is needed on behalf of Wayfair customers and share any trends with leadership.

Pay & Benefits

Pay:

• The base pay for this position starts at $18.60 per hour. The base pay offered may vary depending on location.
• Quarterly Performance Bonuses (up to $2,200)
• Referral Bonus of $500 per eligible referral

Benefits:

• Health, Vision and Dental Insurances (coverage starts on Day 1!)
• 401(k) with company match up to 4%
• Paid Time Off (start accruing time immediately)
• 7 Paid Federal Holidays and 1 Floating Holiday
• Paid / Unpaid Parental Leave options
• Eligible Tuition Reimbursement (up to $5,250)
• Wayfair Employee Discount
• Volunteer Day for Community Service (Paid Day Off)

Requirements

• You must be 18 years of age or older.
• You must hold a High School Diploma, GED, or equivalent.
• You must be able to read, write and understand the following languages: English.
• A knowledge of working within Windows Operating Systems or equivalent.
• Wayfair wants to ensure your success, this is why our training is 100% mandatory. We are unable to accommodate any misses, time off, or tardiness during this time.
• Qualified applicants will be required to pass the candidate assessment to proceed with the interview process.

Assist 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 Accomodations for Applicants form.

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 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.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [e-mail].

State Specific Disclosures

Applications for this position are accepted on an ongoing basis, and the role will remain open until a suitable candidate is identified. We encourage interested applicants to apply as soon as possible, as we will review applications and conduct interviews on a rolling basis.