At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.
Miami, FL

Manager, Veterinary Customer Service

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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.


  • 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.

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What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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