First it was chat/sms jobs going to Jamaica and now they have phone lps/customer service teams training in India. A total of 1000 agents, thats enough to wipe out the remote US teams. They dont have a call volume for both the US and off shore teams, so they will be getting rid of the remote US workers. Management needs to be honest with us and let us know what is going on?
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Its now jan 2026, all UK and Ireland agents are being made redundant - the work is being redistributed to BPO (offshore) agents that are much cheaper to employ
This article from December '23 says what we all know to be true. He can claim profitability with his fuzzy math.
https://www.thestreet.com/retail/bankruptcy-watch-struggling-retailers-ceo-blames-lazy-workers#:~:text=Wayfair%20has%20deep%20financial%20problems&text=The%20online%20retailer%20has%20fallen,of%20defaulting%20on%20its%20bills.
L4-L5 may be in for some rough path ahead. Layoffs highly possible.
They hired a bunch of agents in Turkey, not sure if they are handling just EU work or of if they are also taking over US work. India is training their employees for phone support, starting with large parcel support. They will also be handling more complex issues and making the decisions on how its best to resolve. If you still have a job, you will be answering to the teams in India. They are getting much more responsibility than the JSL agents. They are able to hire 5 of the offshore agents for the cost of 1 US employee. Management want cheap labor in customer service. They are willing to pay high $$ for management jobs but customer service is not worth more than what they are paying the offshores.
This is just my opinion, which I base off of my personal observations and experiences, the only positions that won't be affected in the near future (next 12 to 18 months) are -The incompetent c suite and L4+ roles based in Boston (in office), a much lower CS headcount in GA (in office), possibly some L3 roles to manage the outsourced positions, which will also be Boston based and in office. This company is spiraling. Outsourcing will only negatively impact the customer experience because those teams can't resolve issues. More customers will flee. Suppliers are already pulling out of the CG program for several reasons but most importantly they aren't being paid, either on time or at all. Instead of addressing the real issues NS and his useless leadership decide to invest in retail locations. It will be an epic failure along the lines of the outlet stores. Kinda reminiscent of when the Id--t in Chief reportedly blew through $1B during Covid. This man is too much of a narcissistic to successfully run this company. Step down!!!
There are some here that are missing the bigger picture. Regardless of whether India, Jamaica, or teams in Europe are working functions previously held in majority by US agents, the fact that there are less US agents working them means you are replaceable by people they can pay less in 2 of those locations. It doesn’t matter if they are up to par or tenured at the job. You are just a number, nothing more It’s about the all mighty dollar. The focus on the customer isn’t about fixing issues, it’s about them spending their money at Wayfair. Upper management doesn’t care if they have issues with the order or how capable the agents are at correcting those issues. I saw someone make a comment that impending layoffs or restructuring, is just a warning to keep in mind. Take it as you will. Unfortunately frontline is next in line to be pushed out. If you work in any other department, it’s not a bad idea to have a back up plan. Just know everyone’s days are numbered here if you make more than $8 a day.
I work in SET. We don't have Jamaican agents working our tickets any more, but we do have Indian agents working our tickets. They transfer all the issues they can't handle, and anything with the slightest bit of nuance. They're handling straightforward issues. I wouldn't be surprised if the company opted to completely replace us with the ISL team. It just seems a lot of training would need to be done for them to be even on a level to do what tenured agents do.
As a set agent who survived the layoff. Do you think it's targeting the rest of us? I'm just trying to make it to maternity leave in a few months honestly
This from RMT...there are no jamaican agents working our tickets. It is UK/IE and Germany on RMT NA as well as their tickets for months now.
Has anyone actually confirmed the LPS team is taking calls, not just doing tickets?
I have a friend in LPS and she said she noticed some indian names with LPS next to it, looked them up in slack and they were contingent/outsourced. They just hired in that dept too, so who knows exactly what is going on. A lot of these 3rd party agents also do NOT notate their interactions
Specialized teams may not be impacted this round. Rest assured though, you’re not exempt completely. The last lay off took out a lot of US teams working remotely that worked tickets. Rpops, SET and RMT now have vast numbers of Jamaican agents on those teams. They can hire 15 people over there and pay them less than they do one agent in the US. The fact is, it saves Wayfair a lot of money on salary and every person in this company is just a number.
A company can still be hiring while they drop tenured agents, it’s not unheard of. If they can pay someone far less to do the same job, what benefit are you to them?
This isn’t the old Wayfair who cared about their employees. They care about their bottom line and if your $20+ an hour job can be done by someone getting paid $8-10 bucks a day, not an hour, with no benefits, you don’t look like the prize anymore.
Haven’t noticed disappearing tickets on my team. There’s tons and overtime has been given to catch up.
Specialized teams outside of customer service have seen their workloads (tickets) almost completely disappear. Teams have gone from being busy all day to getting maybe 5 tickets per day. No backlog of tickets when signing on the next day. In my 10 years, I have NEVER experienced this. There's only one explanation....outsourcing. Teams overseas are training on US ticket workloads. Even if sales are down, this would not account for our tickets disappearing! This all aligns with an immediate incoming RIF. W will not pay people to sit around and do nothing much longer. Remote teams will be the focus. I wish everyone the best.
For everyone who keeps asking for sources on this, it’s not like fact checking. No one is going to name names. Someone high enough up leaks the information they were privy to. It gets posted here down the thread. Look back at the last few posts there is a lot of talk about the June layoff specifically in frontline. Subsequent posts like these will pop up, because employees will start noticing odd changes and red flags. So they follow up the original posts that made everyone aware that there is a layoff in the first place with the changes they see as it typically isn’t something most have seen happen with their department. These are in fact the small signs that the original leak is probably concrete. Wayfair wants to make it look like business as usual for as long as possible to set the gears in motion uninterrupted. This site made mention of the layoff that happened August of 2022 months before it happened and both the Jan 2023 and Jan 2024 layoffs months before they happened as well. You can look down and see all of them along with the dates the buzz started. Will this layoff be big? Maybe not enough to force Wayfair to have to report it, they can layoff silently up to so many employees without the WARN notice having to be triggered. This isn’t going to end with frontline, eventually most remote US teams will be replaced and that includes specialized teams. US teams are paid too much in comparison to overseas agents. This company is not profitable and they will cut costs for salaries to stay afloat as long as they can. Take it as an early warning. Have a plan B ready. Update your resume, maybe check out alternative jobs, just in case. Anyone reading anything on this site at least has been warned this is a very real possibility. It could definitely lessen the blow when you log into work and get an email letting you know your job has been impacted.
How do you know this is fact. What are or who are your sources for this information?
Yes its true, LPS agents getting trained in Mumbai.
Upper management will never be honest with us, most of the lower level managers have no idea what is going on. Everyone is saying the big layoff is coming at the end of June.