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Customer Service Manager II

April 28, 2026

Wayfair is now hiring Customer Service Manager II in Brunswick, ME 04011. View job listing details and apply now. At Wayfair we care about our customers Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty From the time the customer orders with Wayfair through delivery to their home our team works to make it easier than ever to shop for the home The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer In the event a customer should contact our support team via phone email chat social media or in other ways we empower our Customer Service Team to resolve the issue We are passionate about our customers and work to delight them on every interaction with Wayfair What Youll Do Develop manage and coach a team of supervisors who oversee customer service agents Analyze team performance to drive improvement in KPIs and close performance gaps Make decisions about business policies managing risks and resolving employee issues Identify training gaps and partner with support teams to improve performance Make recommendations andor take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process Effectively interview and recommend candidates for hire Analyze trends based on historical data to close performance gaps Respond in a professional and courteous manner to escalated customer service inquiries requests or complaints to reach an effective resolution Effectively hold team managers accountable for consistent coaching of each service consultant including performance management and employee development What Youll Need 3 years of proven leadership experience effectively driving results of front line teams through direct reports Proven ability to close performance gaps through coaching and mentoring Proven ability to successfully provide relevant and immediate feedback in a complex environment to both supervisors and agents Strong problem-solving skills and the ability to think analytically while working in an fast-changing environment Excellent communication and relationship building skills Bachelors Degree or equivalent customer-facing and management work experience 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 industry-leading technology and creative problem-solving 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 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 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 or genetic information If you are you having any difficulty submitting your application please reach out to our careers team at careerswayfaircom 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 httpswwwwayfaircomcareersprivacy If you have any questions regarding our processing of your personal data please contact us at dataprotectionofficerwayfaircom If you would rather not have us retain your data please contact us anytime at dataprotectionofficerwayfaircom

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...