Service – Supervisor

This position is a in-office role that works out of our Athens Center of Excellence

This is not a virtual / remote position

Join Our Customer-Focused Team at Wayfair!

At Wayfair, we're dedicated to creating positive home shopping experiences for our customers and creating an environment where our associates can thrive. We empower our leaders to shape their teams and drive success through continuous coaching, accountability, and positive influence. 

Your Role

As a Service Manager, you will be responsible for coaching and developing a team of associates to deliver exceptional service while aligning with our company's goals and values. Your role is pivotal in fostering a culture of growth, accountability, and continuous improvement within a fast-paced and ever-evolving environment.

Key Attributes

• Leadership & Empowerment: A natural leader who inspires and motivates others, able to guide and empower associates to achieve excellence.
• Problem Solver: Proactive in identifying challenges and finding solutions that drive continuous improvement for both associates and processes.
• Accountability & Results-Driven: Focused on holding associates accountable and delivering results while maintaining a positive, supportive environment.
• Effective Communicator: Skilled in giving both positive and constructive feedback, ensuring associates understand their strengths and areas for development.
• Adaptable: Comfortable with change, capable of pivoting quickly while maintaining performance standards in a high-stress environment.

What You'll Do

• Team Leadership: Manage and support a team of 15-20 associates with varied skill levels, promoting teamwork.
• Customer Support Oversight: Supervise associates handling customer inquiries via phone, email, and potentially chat, addressing post-order issues.
• Performance Development: Provide coaching and support to help associates  meet performance goals and customer satisfaction targets.
• Quality Assurance: Conduct observations and reviews to maintain service quality.
• Performance Management: Contribute to performance management processes.
• Collaborative Problem-Solving: Work with Human Resources and leadership to address team-related issues.
• Talent Acquisition: Participate in the interview and selection process.
• Data-Driven Improvement: Analyze performance data to identify areas for improvement.
• Customer Engagement: Assist with customer interactions during peak periods.
• Career Development: Facilitate regular career development discussions with associates.

Experience & Qualifications

• Previous experience in a leadership or supervisory role, preferably within a high-volume, fast-paced environment.
• Proven ability to coach and develop individuals, providing regular feedback and support to drive continuous improvement.
• Strong problem-solving skills and the ability to influence change in a dynamic environment.
• Excellent communication and interpersonal skills with the ability to manage difficult conversations with tact and professionalism.
• Ability to work independently, take initiative, and make data-driven decisions to enhance team performance.

You must be authorized to work in the United States without visa sponsorship by Wayfair now or in the future