Our Opportunity:
Chewy is looking for a Manager, Veterinary Customer Service, to join our Healthcare Team. Come join our growing organization and be a part of revolutionizing the pet health industry! Join a team that cares deeply about improving pet health and providing best in class customer service for both pet parents and the veterinarian community.
What You'll Do:
- Develop, lead and coach a team of virtual veterinary customer service representatives supporting Chewy customers, primarily for Chewy Vet Care Clinics.
- Research and problem-solve to determine appropriate solutions for the customer and partners, and follow-up as needed to resolve issues.
- Hold all team members accountable to drive results by being available, removing barriers and obstacles, facilitating change, and providing coaching/feedback related to performance.
- Schedule will rotate to provide a consistent presence and ensure support is available during all hours of operation.
- Support the customer experience by reviewing weekly customer feedback with team members, providing opportunities for coaching and development.
- Collaborate with other managers to establish and build SOPs for existing processes and procedures.
- Assist in providing insights on program improvements including triaging, adjusting SOPs for changes, and providing feedback to the engineering, IT, product and design teams as necessary.
What You'll Need:
- Active Vet Tech License (CVT, LVT, or RVT) in a state eligible for hire within Chewy or 3-5+ years of small animal veterinary experience or equivalent industry experience.
- 2+ years of multi-channel contact center management experience (Customer Service strongly preferred), with leadership track record and verifiable history of leading successful, high-volume teams in 100+ headcount environments
- Proficiency in computer systems, ability to learn new software, and strong analytical skills to interpret data and operational trends.
- Strong leadership, coaching, and mentoring abilities, with outstanding oral and written communication skills.
- Exemplary listening and problem-solving skills, ability to multitask in a fast-paced environment.
- Passion for helping professionals and pets, working effectively in a team-oriented setting with empathy and a customer-first approach.
- High-speed internet, a quiet designated workspace, and commitment to a full-time schedule, including potential evenings, weekends, and holidays.
- Position may require travel.
Bonus :
- A Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent is preferred.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].
To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Chewy Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
