Job Summary

Progressive Technology is partnering with Wayfair to hire customer-obsessed Remote Chat Support Specialists across the United States. In this role, you will be the first point of contact for shoppers and existing customers who reach out via live chat and messaging channels. You will troubleshoot orders, shipping, returns, product questions, payments, and account issues—delivering fast, accurate, and empathetic resolutions that turn customers into promoters. If you thrive in a high-volume, metrics-driven, fully remote environment and love solving problems with words and data, we would love to meet you.

Key Responsibilities

• Handle a high volume of simultaneous live chats while maintaining quality, accuracy, and tone.

• Diagnose and resolve issues related to orders, deliveries, returns, refunds, product information, billing, and account security.

• Follow defined workflows, SLAs, and QA standards while exercising sound judgment for goodwill gestures or escalations.

• Use internal tools (e.g., CRM, order management, knowledge bases) to research, document, and resolve customer inquiries end-to-end.

• Proactively de‑escalate challenging interactions through empathy, clarity, and solution-oriented communication.

• Identify and flag recurring issues, bugs, or content gaps to team leads and cross-functional partners.

• Meet or exceed KPIs such as First Response Time, Handle Time, CSAT/NPS, Resolution Rate, and Schedule Adherence.

• Maintain strict data privacy, PCI, and security compliance.

• Participate in ongoing training, coaching, and calibration sessions to continuously improve performance.

Required Skills and Qualifications

• Excellent written English with flawless grammar, spelling, and tone adaptation.

• Proven ability to multitask (e.g., manage multiple chats, update tickets, consult knowledge base simultaneously).

• Strong typing speed (45+ WPM recommended) with high accuracy.

• Customer-first mindset with empathetic, patient, and solutions-focused communication.

• Comfort working in a fast-paced, metrics-driven remote environment.

• Ability to quickly learn and navigate CRM, ticketing, and order management systems (e.g., Zendesk, Salesforce Service Cloud, Kustomer—experience in any is a plus).

• Problem-solving and critical thinking skills with attention to detail and follow-through.

• Reliable home office setup: stable high-speed internet, distraction-free workspace, and ability to comply with security requirements (e.g., VPN, MFA).

Experience

• 0–2 years of experience in customer support (chat/email preferred) — freshers and career switchers are welcome.

• Experience in eCommerce, retail, logistics, or fintech support is an advantage.

• Prior exposure to remote work, shift work, or KPI-led roles is beneficial.

Working Hours

• Full-time roles (40 hrs/week) with potential part-time opportunities in select states.

• Shift-based scheduling, including evenings, weekends, and public holidays, to support nationwide coverage.

• Expect rotational shifts; schedule provided in advance.

• Overtime may be available during peak seasons (e.g., major sale events, holidays).

Knowledge, Skills & Abilities

• Customer Empathy & De-escalation: Calmly turn difficult situations into positive experiences.

• Process Discipline: Follow SOPs while exercising judgment for exceptions.

• Time Management: Prioritize and manage concurrent chats and tasks without compromising quality.

• Tech Savviness: Quickly adopt new tools, shortcuts, and internal systems.

• Data & Documentation: Accurately log interactions, categorize issues, and maintain clean records.

• Team Collaboration: Share insights, support peers, and contribute to a culture of continuous improvement.

Benefits (typical package; specifics may vary by state/role)

• Competitive, location-adjusted compensation with performance incentives.

• Health, Dental, and Vision insurance options.

• 401(k) with company match (where applicable).

• Paid Time Off (PTO), sick leave, and paid holidays.

• Remote work stipend and equipment support (role dependent).

• Comprehensive training & continuous coaching.

• Employee discounts on Wayfair products (where eligible).

• Career growth pathways into Quality, Training, Workforce Management, Team Leadership, and Ops.

Why Join

• Work 100% remotely from anywhere in the USA.

• Be part of a fast-scaling eCommerce support operation with real impact on customer delight.

• Inclusive, supportive culture that values transparency, feedback, and growth.

• Clear performance metrics and structured career progression.

• Opportunity to learn world-class CX operations, tools, and processes used by a leading online retailer.

How to Apply