Our Opportunity
Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. As part of this mission, Chewy Vet Care is currently seeking an experienced Senior Customer Support Specialist to support our team members across our veterinary locations. The ideal candidate is a problem solver with a growth mindset, demonstrating technical acumen, strong communication skills, and a customer-first approach. Success in this role is defined by the ability to provide correct resolutions to team members, identify trends and escalate high-priority issues.
As a Senior Customer Support, you are the main line of communication for Chewy Vet Care support, which you will support via live chat and ticketing system. In this role, you will work across our operations, product and engineering teams to provide both support as well as triage opportunities impacting the team member experience, with the goal to identify opportunities and work across stakeholders to solve.
What You'll Do:
- Build extensive knowledge and stay up to date on all Chewy Vet Care products and services.
- Deliver high-quality, solution-oriented support to users, demonstrating technical proficiency and a customer-first mindset.
- Manage multiple ticket streams at a time with multiple users, ensuring resolution across each one.
- Troubleshoot team member issues, asking questions to better understand the problem and providing an accurate and timely solution.
- Triage internally submitted bug reports to our engineering teams, ensuring they contain the necessary information for resolution and are appropriately prioritized to align with business impact.
- Analyze and interpret trends from incoming tickets to uncover insights that drive continuous improvement.
- Partner with internal teams to enhance platform performance and operational effectiveness.
- Investigate reported bugs from Rhapsody Partner teams, which includes replicating issues, collecting LogRocket sessions, and utilizing developer tools to provide detailed insights that support the engineering team in resolving defects efficiently.
- Conduct QA and User Acceptance Testing (UAT) on new systems, updates, and processes to ensure seamless implementation.
What You'll Need:
The ideal candidate is a proactive problem solver with a growth mindset, demonstrating technical acumen, strong communication skills, and a customer-first approach. Success in this role is defined by the ability to drive impactful solutions, maintain high-quality support standards, and collaborate effectively across teams.
- 2+ years of experience in technical support, customer support, or a related field.
- 1+ years of experience with CRM tools.
- Experience with ServiceNow is a plus.
- Strong decision-making skills to determine urgency and prioritization of issues.
- Proven ability to assess and triage issues, distinguishing between system bugs and expected functionality to drive appropriate resolutions.
- Experience working cross-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, responsiveness and resolutions.
- Problem-solving mindset and the ability to communicate complex concepts in an accessible way.
- Exceptional written and verbal communication skills.
- A strong sense of urgency and ownership, ensuring timely follow-ups and resolutions.
- Proficiency in Microsoft Office and experience quickly adapting to new software, tools, and evolving product features.
Bonus Skills:
- Experience in virtual customer service.
- Experience with launching innovative technologies and services to veterinary clinics or medical practices.
- In-depth experience and understanding of the veterinary profession in the US.
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
- 2+ years of experience in technical support, customer support, or a related field
- 1+ years of experience with CRM tools
- Strong decision-making skills for determining issue urgency and prioritization
- Experience assessing and triaging issues, distinguishing system bugs from expected functionality
- Experience working cross-functionally with product and engineering teams on technical issues
- Ability to manage multiple simultaneous chat conversations while maintaining support quality and responsiveness
- Problem-solving ability and capacity to communicate complex concepts accessibly
- Exceptional written and verbal communication skills
- Strong sense of urgency and ownership for timely follow-ups and resolutions
- Proficiency in Microsoft Office and ability to quickly adapt to new software and tools
- Experience with ServiceNow
- Experience in virtual customer service
- Experience launching technologies or services for veterinary clinics or medical practices
- In-depth understanding of the U.S. veterinary profession
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. • Put Customers First • Act as an Owner • Deliver Results • Earn Trust • Debate Openly; Commit Fully • Operate in the Details • Shape the Future 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.
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Chewy Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
