Job Summary

Wayfair is seeking a motivated and customer-focused Customer Support Assistant to join our growing remote team. In this role, you will be the primary point of contact for our valued customers, delivering best-in-class support and ensuring a seamless online shopping experience. You will play a critical role in resolving customer inquiries related to orders, returns, deliveries, and product information—all while working from the comfort of your home.

Key Responsibilities

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.

• Assist customers with order placements, tracking shipments, processing returns, and resolving delivery issues.

• Maintain a thorough understanding of Wayfairs products, services, and policies.

• Utilize internal tools and systems to accurately document customer interactions and actions taken.

• Collaborate with cross-functional teams to resolve complex customer concerns.

• Meet or exceed performance metrics related to customer satisfaction, response time, and resolution rates.

• Provide feedback to improve customer service processes and overall experience.

• Stay updated on product changes, promotions, and operational policies.

Required Skills and Qualifications

• Excellent verbal and written communication skills.

• Strong problem-solving and decision-making abilities.

• Comfortable using multiple computer systems simultaneously.

• Ability to remain calm and empathetic when handling difficult situations.

• Strong attention to detail and organizational skills.

• Self-motivated with the ability to work independently in a remote setting.

• Basic proficiency with Microsoft Office tools (Word, Excel, Outlook) and customer service software.

Experience

• Minimum of 1 year of customer service experience (retail, call center, or online support preferred).

• Prior remote work experience is an advantage but not mandatory.

• Freshers with exceptional communication skills and a customer-first attitude are also welcome to apply.

Working Hours

• Flexible shifts available, including day, evening, and weekend hours.

• Full-time and part-time schedules offered based on availability and location.

• All shifts are remote and require a stable internet connection.

Knowledge, Skills, and Abilities

• Understanding of customer lifecycle and eCommerce customer service principles.

• Familiarity with CRM systems (e.g., Zendesk, Salesforce) is a plus.

• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• A positive attitude with a commitment to delivering excellent service.

Benefits

• Competitive hourly pay with performance-based incentives.

• Fully remote work setup with training and support provided.

• Paid time off, sick leave, and holiday pay.

• Medical, dental, and vision insurance (for eligible full-time employees).

• Employee discount on all Wayfair products.

• Opportunities for career growth within a global, innovative company.

• Supportive team culture and regular virtual engagement activities.

Why Join Wayfair?

At Wayfair, we believe that a great customer experience begins with a great employee experience. Join our inclusive, people-first workplace that empowers team members to innovate, grow, and make a real impact. Whether you are starting your career or looking for a new remote opportunity, Wayfair offers the tools, training, and support to help you succeed.

How to Apply

Ready to build your career with Wayfair?
Submit your updated resume and a short cover letter outlining your interest in the role at:
👉 Wayfair Careers Portal
Applications are reviewed on a rolling basis—apply early to secure your spot!