Job Description

Who We Are:

The GPS/Agent Experience ServiceHub team is responsible for enhancing the internal tools and workflows used by Wayfair's customer service agents. Our mission is to drive improved agent engagement, streamline resolution processes, and ultimately boost customer satisfaction through better Net Promoter Scores (NPS). We focus on building intuitive, performant, and reliable features within ServiceHubWayfairs agent-facing platform.

This team improves agent productivity and satisfaction by refining workflows, surfacing relevant customer insights, and reducing friction in day-to-day support interactions. They partnering with Product, Operations, and Analytics to deliver a roadmap grounded in agent feedback and performance metrics.

Our engineers play a key role in empowering thousands of agents to deliver exceptional customer experiences, and our work has a direct impact on Wayfairs operational efficiency and brand loyalty.

What Youll Do:

• Lead and manage a team of 6 engineers focused on improving agent experience within ServiceHub, the internal platform powering sales, customer support, ticketing and supplier support at Wayfair.
• Own the output of the team from both a technical and performance perspective, driving improvements in system reliability, usability, and agent efficiency.
• Collaborate closely with operations, support teams, and product managers to understand pain points and define solutions that boost agent satisfaction and improve Net Promoter Score (NPS).
• Mentor and grow your engineers through training, coaching, technical guidance, and career development support.
• Drive engineering execution including architectural design, development, testing, monitoring, and deployment, with a strong emphasis on reliability and maintainability.
• Lead quarterly planning and iterative delivery of roadmap features that enhance ServiceHubs agent interface, workflows, and performance.
• Foster a culture of accountability, inclusivity, and technical excellence across the team.
• Set and track progress toward KPIs focused on agent productivity, engagement, and ticket resolution experience.
• Raise the bar through engineering best practices, strong operational rigor, and data-informed decision making.

What Youll Need:

• 10+ years of experience in software engineering, including building platforms or internal tools at scale.
• 5+ years of experience managing high-performing software engineering teams delivering impactful user-facing or agent-facing products.
• Experience building backend systems using object-oriented languages, working with both relational and non-relational databases.
• Familiarity with frontend technologies or platforms that support dynamic UIs and agent workflows is a plus.
• Experience designing for performance, usability, and operational observability in complex service architectures.
• Hands-on experience with cloud-native platforms such as Google Cloud, AWS, or Azure.
• Strong grasp of modern software development practices including CI/CD, test automation, and monitoring.
• Experience working cross-functionally with product managers, operations, and analytics teams to define and execute on impactful roadmaps.
• Demonstrated success in coaching engineers and fostering inclusive, engaged team environments.
• A passion for building tools that empower othersin this case, helping agents resolve customer issues more effectively.
• Nice To Have:
  • Experience working with customer support, agent tools, or internal enablement platforms.
  • Exposure to KPIs like NPS, handle time, and CSAT, and how technology influences those metrics.
  • Familiarity with user research methods or agent feedback loops to inform product and engineering decisions.
  • Knowledge of the challenges in scaling complex systems that support high volume, real-time operations.
  • Bachelors or Master's degree in Computer Science or related technical fieldor equivalent practical experience.

Why Youll Love Wayfair:

• Full health benefits available (Medical, Dental, Vision, HSA/FSA) on day one for eligible employees.
• No-cost access to 2nd.MD, a virtual expert medical consultation and navigation service.
• Global Traveler Health Insurance through GeoBlue.
• 24/7 access to mental, financial, physical and emotional wellbeing support, plus an enhanced offering of therapy and coaching.
• Automatic enrollment into Basic Life and Accidental Death & Disability Insurance.
• 401(k) matching with immediate vesting.
• Paid Parental Leave, Surrogacy & Adoption Reimbursement and Caregiver Services.
• Tuition Reimbursement.
• Wayfair Employee Discount.
• Gym/Fitness Discounts.
• Exclusive access to thousands of perks & discounts through BenefitHub.
• Yearly match up to $500 for personal donations made by employees to registered 501(c)(3) nonprofits.

About Wayfair Inc.

Wayfair is one of the worlds largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, were reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If youre looking for rapid growth, constant learning, and dynamic challenges, then youll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. Were a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair and world for all. Every voice, every perspective matters. Thats why were proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com .

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