* Communicate and lead the vision of Wayfair Customer Service, direction and culture. Ensuring that each team member is constantly following processes, guidelines and taking on the additional extra mile to provide world-class customer service.* Lead and motivate a team of Service Consultants through 1:1s, behavioral and customer-handling coaching and individual development plans. Bringing forward the best talent by hiring and developing SCs according to their tenure and performance. Providing employees with tailored and personalized coaching and mentoring sessions to develop them within the company.* Focus and coach on CS KPI to ensure schedule adherence, workflow accuracy and team goals (quality and productivity) are constantly met and exceeded. Supporting other departments (HR, Workflow, Specialized departments) with administrative tasks to ensure deadlines are met and action items are done accurately and in highest quality.* Represent the voice of internal and external stakeholders by leading team meetings, business initiatives, new pilots and gathering insights by various deep-dives as well as other continuous improvement initiatives in order to escalate systemic problems and areas of opportunity.* Key partner for business teams as a point of contact to co-ordinate the launch of new projects, to provide business insights and to constantly review and escalate the impact on the business.

* Leading and motivating a team of about 25 Service Consultants to ensure consntant achievement of goals according to KPI as led out by the business and manager.* Organizing workshops, training classes and coaching for own team and inter-team activities according to business and coaching needs as identified in deep-dives or by reviewing contacts.* Reviewing business policies and challenging the status quo by bringing ideas for improvement to the table and executing them in test pilots aligned with the business.* Working closely together with other departments (QA, Workflow, Training) to ensure processes are updated and communicated throughout the organization and to help identify systemic problems in order to resolve them.

• Focus on ensuring customer satisfaction in the long term by constantly checking and challenging internal customer service workflows and processes• Organising and conducting of trainings for customer service tools and for new product launches• Independent execution of various projects and Kaizen• Identification of contact drivers by quality evaluation together with the QA department• Quality assessment within teams or across the whole site• Working on the continous improvement of communication and collaboration across various teams and departments within customer service• Support of customer service agents with live-contacts, policies and concessions• Handling of escalated contacts and leading the effort to satisfactorily resolve them

• Leading and motivating a team of around 20 customer service agents• Providing regular listen-ins and coachings which ensured the highest standards in customer service• Providing feedback to agents on a regular basis to meet and exceed individual metrics and team goals• Guidance for team manager in making decisions regarding the team• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience• Working with other customer support teams to ensure a consistent and high-quality level of support• Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes

• Handling of customer contacts via phone, chat and e-mail queues• Real-time help with escalated customer contacts and providing guidance• Mentoring of and active contribution to multiple training groups• Deployment to Spain to help launching a new customer service center• Creation of a training module for the training department• Onboarding of new hires into teams