Senior Associate, Wayfair
Global Partner Support Tech Help Desk
More information about location
4 days a week in office
A global online homeware marketplace
Be an early applicant
A global online homeware marketplace
1001+ employees
Be an early applicant
More information about location
4 days a week in office
1001+ employees
Company mission
To help everyone, anywhere create their feeling of home.
Role
Who you are
- 3-5 years of E-commerce, corporate retail, management consulting, tech, sales, support or general account management experience preferred
- Innovative problem-solving skills, plus the ability to dissect and determine root causes of problems, then implement solutions
- Articulate and persuasive communication skills, both written and verbal
- A track record of successful project and relationship management skills
- Ability to multi-task and thrive in a fast-paced environment
- Proven ability to quickly get up to speed
- Growth mindset and enthusiasm about professional development
- Interest in solving difficult problems
- Ability to work collaboratively with both direct and cross-functional teams
What the job involves
- We’re seeking highly analytical, passionate, and self-motivated individuals to join our GPS Tech Help Desk team
- Our team is responsible for providing day-to-day technical support to our supplier & customer-facing teams, and enabling best-in-class support to an ever-growing supplier base
- As a senior associate on this team, you will work at the core of our E-commerce business: operating at the intersection between suppliers, customers, internal users, and technology!
- Our GPS Tech Help Desk team plays a critical role in providing direct technical support and guidance to Wayfair teams, while maintaining a persistent point of contact between business and technology
- This team plays a crucial role in handling and resolving complex technical issues in the areas of product functionality and defect correction, with the ultimate goal of improving both the supplier & customer experience on site
- You’ll accomplish this by achieving proficiency across Wayfair’s technology ecosystem to troubleshoot issues, identify root causes, and work cross-functionally to resolve problems for our partners
- You will also be tasked with leading initiatives such as problem-solving with business and technology stakeholders, articulating and executing against tactical plans, monitoring / reporting on key business metrics, and developing team infrastructure to help us achieve our vision
- As a member of the GPS Tech Help Desk, you’ll be able to track how your work directly impacts Wayfair’s revenue!
- Provide support and guidance to supplier-facing teams at Wayfair for bugs and issues related to Partner Home functionality on site
- Diagnose and troubleshoot complex issues and provide appropriate solutions to triage reported problems
- Resolve, triage, or escalate issues to appropriate teams
- Create and update team knowledge articles as new issues and fixes arise
- Provide knowledge transfer and trainings to internal teams via direct responses to issues and sharing team resources
- Recommend procedure/workflow modifications or improvements
- Analyze and identify trends in issues to prioritize bugs and issues based on impact and severity
- Work closely with software product and engineering teams to identify and triage issues
- Be a problem solver to root cause issues and react quickly for resolution of issues
- Test new innovative ideas, processes, and technologies to enhance team capabilities
- Work effectively across teams and departments to ensure efficient collaboration and issue resolution
- Think pro-actively and critically about our internal processes to improve efficiency and effectiveness
Our take
Wayfair emerged in the early era of eCommerce with a mission to revolutionize online shopping, offering customers a convenient platform to purchase goods. Today, it stands as one of the foremost global players in the online furniture delivery industry, boasting an impressive inventory of over 33 million products.
Renowned for its extensive product range and comprehensive service offerings, Wayfair distinguishes itself by providing an end-to-end customer experience, from browsing to doorstep delivery. Despite its prominence, the company faces profitability challenges attributed largely to expansion expenses. Nonetheless, its solid presence in the competitive online homeware sector solidifies its position as a key contender.
With ambitious global expansion plans, Wayfair remains committed to maintaining its leadership in the industry. As it aspires to become the ultimate destination for all home needs, its more recent ventures into physical retail represent significant strides toward this overarching goal.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-14% employee growth in 12 months
Company
Company values
- Relentless Customer Focus: Delivering an exceptional customer experience drives everything we do. We invest in understanding our customers and partners. We are all in customer service
- Deliver Rsults With Agility: We prioritize work that drives long-term value. We execute with urgency, learn from failure, and nimbly pivot. The outcomes of our efforts are impactful, measurable results
- Use Good Judgement: We are bold and confident, never reckless. We make reasoned, calculated decisions based on data, critical thinking, and pattern recognition
- Build the Best Team: We lead by setting the bar high, articulating clear goals, and diving deep. We hire, develop, and leverage only the best. Our leaders continually reevaluate and strengthen their teams and do not shy away from hard decisions. We expect and demonstrate excellence
- Collaborate Effectively: We invest in cross-functional global partnerships that maximize impact and minimize duplication. We prize collaboration in all interactions – with our teammates, stakeholders, and suppliers. We disagree, align, and commit. Effectiveness and efficiency in collaboration are required.
- Respect Others: We earn and show respect, treating our teammates and partners with empathy and inclusion. We presume good intent while prioritizing impact. We balance confidence and candor with humility and kindness.
- Be an Owner: We are Wayfair first. We act on what’s best for the company, ahead of team or individual goals. We spend every dollar as if it is our own. We take pride in Wayfair’s success while planning the next win. We always think long-term
- Innovate & Improve: We are not limited by precedent. We boldly challenge the norm. We continually identify opportunities to innovate, improve, and simplify. We value incremental improvements, but we also look for game-changing breakthroughs.
- Adapt & Grow: We value adaptability and self-reflection. We find opportunity in every change, experience, and mistake. We are committed to continuous self-improvement.
Company HQ
Prudential / St. Botolph, Boston, MA
Articles
Leadership
Niraj Shah
(Co-Founder & CEO)Studied Engineering at Cornell University before co-founding Spinners, a Boston-based IT services company. Previously acted as Entrepreneur in Residence for Greylock and has served as CEO of Wayfair since co-founding the company in 2002.
Steven Conine
(Co-Founder)Co-founded Spinners before working for Operations at iXL. Conine also co-founded Pillar VC in 2016.
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