Job Summary

Wayfair is seeking a dedicated and customer-focused After-Hours Virtual Support Specialist to join our remote customer experience team on a part-time basis. This role is ideal for individuals who thrive in a fast-paced, digital environment and are passionate about delivering exceptional service outside of standard business hours. As a key point of contact for our customers, you will provide timely, accurate, and empathetic support through virtual channels, ensuring a seamless Wayfair experience at any time of day.

Key Responsibilities

• Provide high-quality customer support via chat, email, and/or phone during after-hours shifts

• Assist customers with order inquiries, product information, delivery updates, returns, and refunds

• Troubleshoot and resolve customer issues efficiently while maintaining a positive tone

• Document interactions accurately within Wayfairs CRM and support systems

• Escalate complex issues to appropriate internal teams when necessary

• Adhere to company policies, service standards, and data privacy guidelines

• Maintain productivity and quality metrics while working independently in a remote setting

Required Skills and Qualifications

• Excellent written and verbal communication skills in English

• Strong customer service orientation with a problem-solving mindset

• Ability to work independently with minimal supervision

• Comfortable using multiple digital tools, systems, and communication platforms

• Strong attention to detail and organizational skills

• Reliable internet connection and a quiet, professional home workspace

Experience

• Previous experience in customer support, virtual assistance, call centers, or e-commerce is preferred

• Experience supporting customers during non-standard or overnight hours is an advantage

• Entry-level candidates with strong communication skills and a customer-first attitude are encouraged to apply

Working Hours

• Part-time, remote position

• After-hours shifts, including evenings, nights, weekends, and holidays as required

• Flexible scheduling options may be available based on business needs

Knowledge, Skills, and Abilities

• Knowledge of customer service best practices in an online retail environment

• Ability to multitask and manage time effectively in a remote role

• Strong listening skills and the ability to empathize with customers

• Adaptability to changing processes, tools, and customer needs

• Ability to remain calm and professional under pressure

Benefits

• Competitive hourly pay

• Fully remote work environment

• Flexible part-time scheduling

• Paid training and ongoing learning opportunities

• Employee discounts on Wayfair products

• Opportunity to gain experience with a global e-commerce leader

Why Join Wayfair

At Wayfair, we believe everyone deserves a home they love—and that starts with exceptional customer experiences. By joining our team, you will become part of an inclusive, innovative, and customer-driven culture that values flexibility, growth, and collaboration. This role offers the opportunity to build valuable skills, work remotely, and contribute meaningfully to a world-class customer support operation.

How to Apply

Interested candidates are encouraged to apply online by submitting their updated resume through Wayfairs official careers portal. Qualified applicants will be contacted for the next steps in the selection process. Wayfair is an equal opportunity employer and welcomes applicants from diverse backgrounds.