Senior Associate, Global Partner Support - Tech Help Desk

We're seeking highly analytical, passionate, and self-motivated individuals to join our Global Partner Support (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 an 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 Block Add-to-Cart errors on site. You will also be tasked with leading initiatives such as problem-solving with business and technology stakeholders, articulating and executing 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!
How is this opportunity unique?
We interact with many cross-functional teams every day. Successful candidates have a team mindset, and love to work with internal and external partners - a collaborative approach to support our suppliers & customers is paramount.
We own our outcomes. Our team plays a role in defining the end to end experience for both suppliers and customers, working with cross functional partners who own business processes and / or technical products to make improvements based on supplier & customer feedback.
We operate in a data-driven environment. Candidates with experience using data to drive decision-making are great matches.
We move fast, take risks, and innovate. If you have experience at a start-up or in another fast-paced, risk-tolerant environment, or are looking for an experience of this type, you'd enjoy working on the GPS Tech Help Desk.
We're global in our approach. Those interested in working closely with global counterparts will find satisfaction on the team. We partner closely across geographies (in the EU, North America, and Asia) to drive success for our suppliers around the world.
What You'll Do

• Provide support and guidance to supplier-facing teams at Wayfair for bugs and issues related to the Add-to-Cart 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

What You'll Need

• 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

Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form .
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About Wayfair Inc.
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