Internal Communications Specialist

Boston, MA

Are you a team player and creative thinker with strong writing and project management skills? Do you execute marketing efforts flawlessly and thrive in a fast-moving, results-driven environment? Wayfair is looking for an Internal Communications Specialist to join the Customer Service Communications team.


One of the key differentiators of the Wayfair customer experience is our award-winning, in-house Customer Customer Service team. Whether it’s helping customers find the perfect product, or working to resolve an issue regarding an order, our team helps build customer loyalty with each and every interaction. This role is an exciting opportunity to help drive internal communications across our growing Customer Service organization, which has centers in Massachusetts, Oregon, Texas, Utah and Virtual. The Internal Communications Specialist will play a key role in helping create compelling content to keep our Customer Service team members informed and engaged about strategic initiatives, team news, engagement efforts, and more; and support with efforts related to ensuring our story is known among key external audiences as well.


What You’ll Be Doing:

  • Support with the strategy and execution of employee communication efforts to our Service field organization as it relates to communicating the Customer Service vision and culture, and key efforts that impact the employee experience (mobility, DEI, engagement, Talent)
  • Craft clever and compelling content to be shared through a variety of channels, including email, video, presentations, newsletters, events and more; tailoring efforts by audience
  • Apply your IC knowledge, experience, analysis and influence skills to advise communications approaches
  • Partner with stakeholders on related efforts to understand their business objectives, and create associated communications plans
  • Establish yourself as a communications expert and a sought-out partner for collaboration
  • Develop and nurture strategic partnerships across the company
  • Track success measures and KPIs of associated efforts




  • Proficiency in content creation
  • Excellent written and verbal communication skills
  • Ability to work cross-functionally and build partnerships
  • Critical thinking with flexibility, openness to change and new information
  • Excellent project management and organizational skills
  • Attention to detail, with the ability to prioritize and meet deadlines
  • Strong Google Suite skills such as Slides and Documents; proficient in Sheets


  • Communications professional with a minimum of 2 years relevant experience (employee communications, integrated marketing, brand management, public relations, etc.)
  • A Bachelor's degree, preferably in Communications, English, Public Relations, Journalism, or Marketing Communications

Please submit a cover letter and writing/work samples with your application


Travel 5-10% under normal circumstances

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