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:

• The Manager, Veterinary Customer Service, will provide support and education to Chewy’s pet parents on products and services that help animal health and wellbeing.
• Support, coach, and mentor a team of virtual veterinary customer service representatives providing support to Chewy customers.
• 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.
• Consult, review, and approve editorial content for internal teams at Chewy as needed.
• 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 / Certification (CVT, LVT or RVT) in a state eligible for hire within Chewy.
• 3-5+ years of small animal veterinary experience or equivalent industry experience.
• Relevant virtual care experience.
• Must have proficient computer skills as this will require interacting with customers and Chewy team members remotely through an online platform.
• Must have strong leadership and communication skills including the ability to coach, mentor, and provide actionable feedback to team members.
• Have a high level of technical proficiency and ability to learn new software programs.
• Ability to think analytically and report on data and operational trends.
• Have exemplary listening and problem-solving skills.
• Ability to multitask comfortably.
• Is comfortable collaborating with other veterinary professionals, utilizing a team-oriented environment.
• Is passionate about helping other professionals and pets with empathy and excellent customer service focus.
• Strong verbal and written communication skills.
• Comfortable in a fast paced, self-starter environment.
• Have access to high-speed internet and additional back up Wi-Fi via hotspot.
• Have a designated working space that is quiet and free from disruptions.
• Candidates must commit to a full-time work week based on a schedule agreed upon during the hiring process which may include evenings, weekends, and holidays.
• Travel 10% or less.

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].

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