Our Opportunity
As a Trainer, you will serve as a leader of the onboarding experience and directly manage new hires
joining Chewy as Customer Service Representatives (CSRs). The Trainer is the first person a new CSR
spends time with at Chewy and will be their key contact for the first 3-4 weeks of training. Trainers set
the tone for the culture and deliver the skills and knowledge required to perform in their roles as new
CSRs. This will include Customer Service skills, tool navigation and policy/procedure training to ensure a
consistent and impactful onboarding experience for each new Chewtopian that joins Customer Service.
The Trainer will also provide on-going training support for experienced team members as required. As
part of the role, the trainer will participate in special projects and provide feedback related to business
initiatives that directly impact the learning experience.
What You'll Do:
- Responsible for facilitating learning experiences, coaching learner performance, supporting nesting activities, and preparing team members for success throughout training.
- Deliver virtual classroom training while applying adult learning principles to new and existing Customer Service Team Members.
- Review and score customer calls using quality control guidelines to ensure learners are meeting established criteria; calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product specific knowledge.
- Utilize data to guide decision making strategies to improve learner performance in preparation for moving from training to production.
- Deliver individualized coaching and feedback, on behavior and performance, to learners to identify areas of opportunity and provide guidance for improvement and closing performance gaps.
- Lead classroom management efforts and provide guidance to de-escalate issues as needed.
- Make recommendations following the corrective action process for learners up to and including termination for attendance, behavioral, or performance related issues in partnership with Training Manager and HR.
- Manage daily activities to support the learning experience such as assigning Performance and Learning Specialists to learners, overseeing completion of development sessions, ensuring e-learning completion, etc.
- Communicate learners' successes and opportunities in real time in a direct, positive manner, and provide corrective action when necessary.
- Maintain training records and other administrative tasks as required.
- Lead or assist in special projects designed to improve team members' performance; including providing feedback on learning content design, analyzing QA data to identify opportunities for improvement in the learning environment, providing feedback and supporting Product with navigational tool enhancements for Oracle, CSR Buddy, etc.
- Maintain business partner relations through effectively communicating with WFM, Operations, IT, HR, and internal L&D.
- Display behaviors that are consistent with the Operating Principles and Chewy culture.
What You'll Need:
- At least 120 days as a Coach, Team Lead, or two (2) years of experience in new hire and existing employee training programs
- Must meet Performance and Quality metrics goals (averaged) for the last 30 days.
- No corrective actions within the last 90 days
- Flexibility to shift schedule as needed.
- Must be able to meet virtual requirements outlined in the Handbook.
- Strong experience in onsite and/or virtual training facilitation and class management skills.
- Demonstrate excellent communication skills (written, verbal, and listening)
- Solid interpersonal skills to effectively operate in the business environment.
- Demonstrated ability to translate business needs into action and drive successful outcomes.
- Proficiency in using Microsoft Windows and web-based applications such as Slack, Zoom, and Outlook for data entry, communication, engagement, and for rapid navigation through systems and the internet to search for information to help support our customers. This will include performing repetitive tasks such as typing and using multiple monitor screens.
- Proficient in Microsoft Office Suite - Word, Excel, PowerPoint, Outlook
- Ability to be flexible to business needs and adjust/compromise plans as needed.
- Travel may be required.
- Licensing will be required for Pharmacy programs.
Bonus:
- Bachelor's degree preferred.
- Previous training experience in customer service and/or other high-volume service-oriented industry
- Experience in training technology platforms
- Advanced Virtual facilitation skills a plus
Why Chewy Customer Service?
It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are
empowered to become your best.
- YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
- YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best - no matter your role or location.
- YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
- YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
- YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages,
medical & dental insurance, 401k, plus more! Of course, the biggest perk is the ability to work
together with other smart, driven, and passionate Chewtopians who are making an impact each
day
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- At least 120 days as a Coach or Team Lead, or two years of experience in new-hire and existing-employee training programs
- Meet averaged Performance and Quality metric goals for the last 30 days
- No corrective actions within the last 90 days
- Flexibility to shift schedules and adjust plans based on business needs
- Ability to meet virtual requirements outlined in the Handbook
- Strong onsite or virtual training facilitation and class management skills
- Excellent written, verbal, and listening communication skills
- Solid interpersonal skills
- Ability to translate business needs into action and drive successful outcomes
- Proficiency with Microsoft Windows and web-based applications, including Slack, Zoom, and Outlook
- Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
- Ability to perform repetitive typing, data entry, multitasking, and navigation across multiple monitors
- Travel may be required
- Licensing required for Pharmacy programs
- Bachelor's degree
- Previous customer service or high-volume service-oriented training experience
- Experience with training technology platforms
- Advanced virtual facilitation skills
What the Team is Saying
Chewy Compensation & Benefits Highlights
How does Chewy ensure its pay and bonus plans are competitive?
Chewy approaches compensation through a total rewards strategy that combines salary, bonuses, equity opportunities, healthcare benefits, employee discounts, and career growth opportunities. The company emphasizes supporting employees across ecommerce, healthcare, pharmacy, customer service, technology, and fulfillment operations while competing for talent in both retail and tech markets.
Competitive compensation and bonus opportunities: Chewy offers market-based compensation packages that may include salary, performance bonuses, commissions, and equity depending on role and level. Built In also notes benefits such as relocation assistance, employee discounts, and bonus opportunities across multiple teams and functions.
- Healthcare and wellness support: Benefits include medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, disability coverage, telemedicine, mental health resources, and wellbeing programs. Chewy also offers wellness-focused resources designed to support employees physically, mentally, and financially.
- Retirement and financial wellbeing: Employees receive 401(k) plans with company matching along with financial wellness resources and broader support programs. Benefits are designed to support both short-term needs and long-term financial planning.
- Pet-focused and family-oriented benefits: Chewy offers pet insurance discounts, employee discounts on Chewy products, parental leave, fertility support, family-focused benefits, and caregiving resources. The company’s benefits package is closely aligned with its pet-focused identity and customer mission.
- Flexibility and workplace support: Corporate employees may have access to hybrid work arrangements, flexible scheduling, commuter benefits, PTO, paid holidays, and wellbeing initiatives. Employees also cite supportive managers and collaborative teams as important parts of the broader employee value proposition.
- Long-term career investment: Compensation is reinforced through career growth opportunities, mentorship, leadership development, cross-functional learning, and exposure to large-scale ecommerce, automation, healthcare, and logistics initiatives. Employees often describe growth opportunities as an important part of the overall company experience.
- External signals: Comparably reports that 70% of employee reviews are positive overall. Employees frequently highlight healthcare benefits, employee discounts, coworkers, and growth opportunities as strengths of the company experience. (Glassdoor; Comparably)
Chewy Insights
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
Gallery
Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
