A new Wayfair’s customer service center opened this week in Pittsfield, Massachusetts, creating 300 jobs in Berkshire County as the company continues to scale its customer service operations to meet the needs of its rapidly growing customer base.
Governor Charlie Baker, Lieutenant Governor Karyn Polito and Secretary of Housing and Economic Development Mike Kennealy attended the official ribbon-cutting ceremony, along with Congressman Richard Neal, Wayfair CEO Niraj Shah, Pittsfield Mayor Linda Tyer and other state and local leaders.
Governor Baker said that industry leaders like Wayfair “are driving economic development and growth in Massachusetts, and our administration is proud to partner with them on this new expansion into Pittsfield. Homegrown success stories like Wayfair exemplify the entrepreneurial, innovative spirit that drives our Commonwealth forward and we are pleased to work together to continue to create more opportunities across the state.”
Lt. Governor Polito said the Baker-Polito Administration is “committed to supporting growth in communities in every region of the Commonwealth, and our Administration is proud of our many investments in the Berkshires and Western Massachusetts. Today is a special day for the City of Pittsfield, and we are excited to welcome Wayfair to the region.”
After considering several states for expansion, Wayfair chose to remain and expand its presence in Massachusetts by investing more than $133 million into new office space in both Boston and Pittsfield. Due to a 2018 Economic Development Incentive Program (EDIP) tax credit worth more than $31 million, the company was able to retain 3,809 employees, hire 3,000 more in Boston and will be creating 300 jobs at the new call center opened today in Pittsfield.
Housing and Economic Development Secretary Mike Kennealy said the opening of Wayfair’s new customer service center “demonstrates the Baker-Polito Administration’s commitment to supporting business growth and increasing the availability of high quality jobs in Massachusetts’ diverse communities. Wayfair is a leading company that has chosen to grow here in the Commonwealth, and we are proud to support this expansion and thrilled to add 300 new jobs in the heart of the Berkshires.”
Wayfair CEO and co-founder Niraj Shah said, “I could not be more excited to return to my hometown of Pittsfield today to celebrate Wayfair’s new customer service operations. Our new Pittsfield team members join more than 6,000 people across the Commonwealth of Massachusetts and thousands of others globally all working together to deliver the most exceptional customer experience in online shopping for home.”
Congressman Richard E. Neal said, “I am thrilled to welcome Wayfair to western Massachusetts and specifically Berkshire County. I am hopeful that the 300 jobs that will be created right here in Pittsfield will be ones that will spark further economic growth for the entire region.”
Pittsfield Mayor Linda Tyer said, “I am deeply gratified to know that the addition of 300 new jobs in Pittsfield will provide a pathway of access and opportunity for many within our community.”
Wayfair was founded in 2002 by Steve Conine and Niraj Shah in a spare bedroom on a minimal budget, and quickly grew to more than 250 standalone sites selling a wide variety of furniture. In 2011, Steve and Niraj combined their e-commerce sites into one destination, which they named Wayfair, and by the next year they were generating revenues in excess of $600 million. Today, the company offers more than 14 million products and employs more than 10,900 people worldwide, generating $8 billion in revenue in the twelve months ending June 30, 2019. The company is headquartered in Boston, Massachusetts with operations throughout North America and Europe.