This role will be based out of Plantation, FL or Dallas, TX in a hybrid model.
Our Opportunity
Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the team is focused on redefining how vets care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, making it easier to keep pets of all shapes and sizes leading healthy, happy lives!
As part of this mission, Chewy Health is currently seeking an expert in customer support agent in our Healthcare Services Organization.
As a Rhapsody Support team member, you are the main line of communication for all things Petabyte Technology under the Chewy Health umbrella is the PIMs software used in the Chewy Vet Practices which you will support via live chat. This means having a deep knowledge of Rhapsody, Wellness Plans, Catalog Requests, Merchant Services, and the Boop App. To aid our users properly you will need to understand how reminder protocols, prescriptions, labs, and other workflows look like throughout a Veterinary hospital. You provide knowledgeable, comprehensive, and fast support to our users. You will also provide limited backup to other teams by assisting with Marketplace Partners, the Petabyte Analytics team, the Development team, and the Finance department. Petabyte prides itself as the only PIMS provider to provide one-on-one support through Intercom, ensuring all users receive the best possible experience!
What You will Do:
As a key member of our support team, you will quickly develop deep expertise in our product suite, demonstrating structured training to achieve full ramp-up within two months. You will play a pivotal role in maintaining and enhancing our customer support operations by engaging in over 75 Intercom chats per week while consistently exceeding Quality Assurance and Customer Satisfaction benchmarks.• Deliver high-quality support to users, comfortable using technology to complete tasks and a customer-first mentality.• Use operational tools and methodologies-including alerting, monitoring, and impact analysis-to influence efficiency and improve service outcomes.• Identify trends and call out potential issues, providing insights to improve support workflows and automation where appractplicable • Interacts with internal and external peers and/or managers to exchange semi-routine information to enhance platform performance and operational effectiveness.• Provide feedback through QA and UAT on new systems, updates, and processes to ensure a smooth implementation from a Customer Support perspective.• Exercises judgement within defined procedures and practices from incoming chats to uncover insights that drive continues improvement.• Triage internally submitted bug reports, ensuring they contain the vital information for resolution and are appropriately prioritized to align with business impact.• Investigate reported bugs from Rhapsody Partner teams, which includes replicating issues, collecting LogRocket sessions, and using developer tools to provide detailed insights that support the engineering team in resolving defects efficiently.• Own priority follow-ups for bug fixes and catalog resolutions, ensuring timely updates, tracking progress, and communicating status to relevant partners to drive resolution.• Offer and facilitate Zoom support calls for sophisticated issues, leading troubleshooting discussions and ensuring efficient problem-solving.
What You will Need:
The ideal candidate is a problem solver with a growth mindset, demonstrating technical competence, good communication skills, and a customer-first approach. Success in this role is defined by the ability to identify trends and call out potential issues, maintain high-quality support standards, and collaborate effectively across teams.• 2+ years of experience in technical support, customer support, or a related field, preferably in a SaaS or tech environment.• 1+ years of experience with CRM tools• 1+ years of experience with Data analysis and reporting• Experience improving CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), or SLA (Service Level Agreements)• Demonstrable the ability to assess and triage issues, distinguishing between system bugs and expected functionality to drive appropriate resolutions.• Strong decision-making skills to determine when to bring up issues internally and when to offer direct Zoom support, facilitating calls to resolve sophisticated cases efficiently.• Experience working multi-functionally with product and engineering teams to report, track, and prioritize technical issues.• Ability to manage multiple chat conversations simultaneously while maintaining high-quality support and responsiveness.• Strong customer empathy, with a problem-solving approach and the ability to communicate complex concepts in an accessible way.• Exceptional written and verbal communication skills, with a keen eye for grammar, clarity, and professionalism.• A solid sense of urgency and ownership, ensuring timely follow-ups and resolutions that leave customers feeling valued.• Proficiency in Microsoft Office and experience quickly adapting to new software, tools, and evolving product features.
Bonus Skills:• Experience in virtual customer service and/or SaaS• Experience providing support for technology innovations and services to veterinary clinics or medical practices.• Solid understanding of the overall pet care industry and current trends• In-depth experience of the veterinary profession in the US.
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].
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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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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
