Role Overview
Wayfair is currently hiring for the role of B2B Senior Customer Service Associate. This full-time, remote position supports business customers with post-order needs, including shipping, returns, replacements, and service coordination. The position involves handling high volumes of inbound communications across phone, email, and chat channels.
Wayfair supplies all necessary equipment. A reliable wired internet connection and a distraction-free workspace are required.
Key Responsibilities
- Provide post-order customer service to business clients
- Manage 50–60 contacts per shift in a fast-paced environment
- Resolve issues related to deliveries, product issues, and service logistics
- Listen actively and offer customer-specific solutions
- Escalate recurring or systemic issues to leadership
- Navigate multiple systems and tools during support calls
- Meet attendance and performance standards consistently
Qualifications and Requirements
- Must be 18 years or older
- High school diploma or equivalent required
- Previous B2B or customer service experience preferred
- Must have a wired internet connection (25 Mbps down / 5 Mbps up)
- Private, quiet home office setup
- Proficiency in Windows-based systems
- Availability for full-time mandatory training with no absences
- Must complete and pass a candidate assessment
Compensation and Benefits
Hourly Rate: $17.65/hour, paid weekly
- Performance bonuses up to $2,200 quarterly
- $500 referral bonus for eligible referrals
- Tenure-based pay increases starting at 6 months
Day 1 Benefits:
- Medical, dental, and vision insurance
- 401(k) with up to 4% company match
- Paid Time Off (PTO) and 8 paid holidays
- Tuition reimbursement up to $5,250/year
- Paid parental leave options
- Wayfair employee discounts
- Paid volunteer day for community service
Career Growth and Company Culture
This position is part of Wayfair’s customer service organization, offering continuous development and career advancement opportunities. Employees are supported with tools, feedback, and internal mobility programs. Wayfair emphasizes a collaborative, inclusive workplace environment.
Application Process
Interested applicants can apply online through the Wayfair careers site:
An assessment is required as part of the application process. Selected candidates must complete mandatory training.
About the Wayfair
Wayfair Inc. is one of the largest global e-commerce companies for home furnishings and décor. With headquarters in Boston and offices around the world, the company focuses on providing innovative solutions and a seamless shopping experience. Wayfair promotes diversity and is an equal opportunity employer.
Note: This job post is provided for informational purposes. Applicants should confirm details directly with Wayfair during the application process.