Job Summary

Wayfair is looking for enthusiastic, detail-oriented, and customer-focused individuals to join our team as Remote Chat Representatives. In this role, you will be the first point of contact for our customers through real-time chat support, assisting them with orders, product inquiries, returns, and technical issues. If you are passionate about delivering outstanding service and enjoy solving problems in a fast-paced, digital environment, this is the opportunity for you.

Key Responsibilities

• Respond to customer queries via live chat in a professional, friendly, and timely manner.

• Assist customers with product information, order tracking, delivery updates, return processes, and troubleshooting.

• Accurately document customer interactions and escalate issues when necessary.

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

• Meet performance metrics including response time, resolution time, and customer satisfaction.

• Work collaboratively with internal departments to resolve complex customer issues.

• Provide personalized service to ensure a positive shopping experience.

Required Skills and Qualifications

• Excellent written communication skills in English.

• Ability to type at least 40 words per minute with high accuracy.

• Strong customer service orientation and problem-solving abilities.

• Comfortable navigating multiple software systems simultaneously.

• Proficiency with digital communication platforms such as live chat and email.

• High school diploma or equivalent (Bachelors degree preferred).

• Must have a quiet and distraction-free work environment at home.

Experience

• 1–2 years of experience in customer service or support, preferably in a remote environment.

• Prior experience in e-commerce or retail support is an added advantage.

• Experience with CRM platforms (Zendesk, Salesforce, etc.) is a plus.

Working Hours

• Full-time and part-time positions available.

• Flexible scheduling with availability required during evenings, weekends, and peak holiday periods.

• Typical shifts range from 6–8 hours, scheduled within the U.S. time zones.

Knowledge, Skills, and Abilities

• Empathy and patience in dealing with customers from diverse backgrounds.

• Strong multitasking and organizational abilities.

• Adaptability to learn new tools, platforms, and workflows quickly.

• Self-motivated with a high level of accountability and reliability.

• Ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive hourly pay and performance-based bonuses.

• Work-from-home flexibility with all necessary equipment provided.

• Health, dental, and vision insurance for full-time employees.

• 401(k) plan with company match.

• Paid time off and holiday pay.

• Employee discounts on all Wayfair products.

• Ongoing training and career development opportunities.

Why Join Wayfair?

Wayfair is more than a furniture retailer—we are one of the worlds leading e-commerce destinations for the home. When you join our team, you become part of a customer-obsessed, inclusive, and innovative culture. We invest in our people, provide opportunities for advancement, and empower our employees to shape the future of online retail from the comfort of their own homes.

How to Apply

To apply for this position, visit careers.wayfair.com and search for Remote Chat Representative or submit your application directly via the link provided. Please ensure your resume is updated and clearly highlights your customer service and digital communication experience. Only shortlisted candidates will be contacted for the next steps, including an online assessment and virtual interview.