Wayfair Careers

Virtual Team Manager Sales & Service (Germany based)

Customer Service - Customer Service Management

Job Description

At Wayfair we believe that Everyone should live in a home they Love! We are now offering you the opportunity to work in the home you love!


We are looking for highly motivated team players who want to help us revolutionize the ecommerce market for furniture & home accessories putting our Customers first!


We are looking for exceptional Virtual Leaders with experience of managing remote high performing customer facing teams across Germany that deliver outstanding customer service and who are looking for their next exciting career challenge. Reporting to the Senior Manager of Virtual Sales & Service, the right candidate will thrive working in a fast-paced environment where every day brings unique, new challenges and new opportunities.


To achieve the best possible result for our Wayfair customers, you will partner with a Virtual Coach to create high performing teams while collaborating with other departments, supplier and logistics stakeholders to drive continuous improvement in delivering a world class experience


  • Create continuous, high performing culture within your front-line teams that integrate seamlessly within the existing EU Sales & Service operations.
  • Successfully manage the operational challenges, climate & environment of a virtual team by demonstrating effective leadership to maximize performance, deliver first class customer and employee experience while delivering high quality and productivity from your teams.
  • Develop, manage and coach virtual sales & service team to build high performing teams that deliver an exceptional customer experience.
  • Analyse team performance to drive improvements in KPIs and close performance gaps.
  • Executes decisions about business policies, customer problems and resolving employee issues.
  • Ensure appropriate resources are available to meet changing customer demand requirements and volume to meet performance objectives.
  • Identify training gaps and partner with support teams to improve performance.
  • Hold regular meetings to discuss performance trends and champion corporate and local initiatives.
  • Effectively respond to escalated customer service issues to ensure proper resolution.
  • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Wayfair leaders including application of succession planning at all levels across all teams


  • Proven experience in leading high performing teams within a Sales & Service operation, with a leadership track record and verifiable history of managing teams of successful, high volume teams.
  • Proven experience in Virtual Contact Centre operations.
  • Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”.
  • Proven coaching skills that can impact both front-line agents and virtual coaches.
  • Confirmation of Broadband speed - We will require three screenshots taken in the morning, noon and evening of your broadband speed
  • Strong Internet / PC skills – comfortable and proficient in a technology-driven business.
  • Proficiency in MS Office suite.
  • Outstanding oral and written communication skills.
  • Flexibility with schedule.
  • Proven ability to close performance gaps.
  • Proven ability to multi-task.
  • Fluent in German and English

What Does my Work from Home Office Look Like?

Working from home isn’t for everyone, but if you’re confident, disciplined and self-motivated, you can achieve a work life balance that you have been craving for!

You will need to provide a quiet, distraction-free work space within a dedicated room. This room will need a door that you can shut, an ergonomic chair, a desk and your own uninterrupted network connection (consistent speed throughout the day of 25 megabits download & 10 megabit upload). We will provide all other equipment required.

What we need from you?

  • Confirmation of Broadband speed - We will require three screenshots taken in the morning, noon and evening of your broadband speed
  • Successful completion of a pre-employment assessment and background check

What we offer

  • Pension
  • Bonus
  • Gym Membership contribution
  • Employee Purchase Discounts
  • Tuition Reimbursement
  • Paid Volunteering Day

About Wayfair Inc.

Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.

Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.


Note: WAYFAIR is committed to an environment that provides equal employment opportunities to all employees, and qualified candidates, without regard to race, color, religion, gender, sexual orientation, age, national origin or disability.




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, or genetic information.

Requisition ID: 28020