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The call center was expected to have 300 employees; now the 40 or so workers will be going virtual and the call center closed.

Wayfair Closing Pittsfield Call Center; Employees Will Go Virtual

By Brittany PolitoiBerkshires Staff
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Wayfair founder Niraj Shah takes a selfie with state Sen. Smitty Pignatelli, left, and Congressman Richie Neal at the call center's opening in 2019. 
PITTSFIELD, Mass. — Wayfair opened a $5 million call center in the Clock Tower Building three years ago with plans to bring 300 jobs to the city. 
 
It was a pledge by Chairman and CEO Niraj Shah, a Pittsfield High graduate, to ensure his hometown benefited from his burgeoning home goods business. 
 
Now the company is planning to close that center by July and shift its 40-person staff to virtual work. 
 
Wayfair announced last Friday plans to layoff upwards of 1,750 employees, following 900 let go in August. The restructuring is expected to save the company more than $1.4 billion, some $750 million from reducing its global labor force by more than 10 percent of its 17,000 employees reported in August. 
 
"Although difficult, these are important decisions to get back to our 20-year roots as a focused, lean company premised on high ambitions and great execution," said Shah in statement about the reductions. "The changes announced today strengthen our future without reducing our total addressable market, our strategic objectives, or our ability to deliver them over time. 
 
"In hindsight, similar to our technology peers, we scaled our spend too quickly over the last few years. The good news for Wayfair is that we have operated in a highly productive and efficient way for the vast majority of our 20-year history, and we are now simply returning to that."
 
The company reported a 9 percent decrease year over year in total revenues for the third quarter and a net loss of s $283 million.
 
Susan Frechette, Wayfair's director of communications, confirmed that the company would be not be renewing its lease for the two-story Clock Tower space. 
 
"Like many companies, we have seen an increase in employees effectively transitioning to remote work, driven in part by the COVID-19 global pandemic and cost savings efforts," she wrote. "Moving our customer service team to a virtual working model continues to allow us to best serve our customers while supporting cost saving efforts for the business."
 
Frechette said the company remains committed to Pittsfield and will continue to provide support to its employees in the region. 
 
The opening of the call center was considered a major coup for the city and numerous public officials — including then Gov. Charlie Baker and Lt. Gov. Karyn Polito, and U.S. Rep. Richie Neal — attended the ribbon cutting
 
In 2018, Wayfair was awarded $31 million in Economic Development Incentive Program tax credits to open the Pittsfield call center, expand its footprint in Boston, and hire 3,300 new workers. This was also contingent on the company investing $33.9 million. 
 

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Fenton: Governor's Council Must Deliver for the Berkshires

Community submissionGuest Column
I am a Springfield lawyer running for Governor's Council and I am asking for Berkshire County residents to support me over an incumbent from North Adams. 
 
Here's why: Last year I learned about staffing issues in our regional courts that I could not ignore. In 2025, it was reported that four of Western Massachusetts' 11 Superior Court judgeships were vacant, all at the same time. A few weeks later, that grew to five vacancies. This meant there were only six Superior Court judges serving all of Western Mass at a time when Berkshire, Hampshire, Franklin, and Hampden counties had more than 100 pending homicide cases. 
 
Those numbers were alarming to me, so I started to engage with leaders in the community who work most closely with the court system and I came to learn that these vacancies were only the tip of the iceberg here in Berkshire County.
 
I learned that no Superior Court or District Court judge had been appointed from the Berkshires since the current incumbent took office. As a result, there is not a single Superior Court judge who lives in the Berkshires today, and several of the District Court judges drive in from other counties to support Berkshire courts in Pittsfield, Great Barrington, and North Adams. Court staff also informed me about severe staffing shortages at the Berkshire Clerk of Courts office resulting in other counties needing to loan staff to the Berkshires just so hardworking employees can take a brief and planned summer vacation. This is not normal. These issues are a reflection of genuine problems with the Berkshire County court system and show a lack of proactive attention from our Governor's Councilor.
 
Instead of focusing on regional equity, I watched as the current incumbent celebrated that she has voted against the governor's nominees more than any other councilor, without much explanation as to why. Most recently, she voted against two extremely qualified former prosecutors for the Parole Board. This was despite an in-person plea from the governor and a letter of support from all the three of the district attorney's from Western Mass. Those votes do not show independence or standing up for principles, they demonstrate naivete, and an unwillingness to work with the key stakeholders.
 
I had seen and heard enough. I decided to jump in the race and challenge the incumbent to address these problems head-on.
 
I am a partner of a regional law firm. I understand our courts and the importance of having qualified, fair and hardworking judges. And I know how important it is to have judges from the Berkshires serving the Berkshires. To achieve that, you need strong relationships with the legal community and local stakeholders. You need to know how to use the power of the Governor's Council to fight forcefully for our region. And you need to be laser focused on identifying vacancies before they occur so that they can be filled quickly with local candidates.
 
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