Manager, Veterinary Customer Service I

Chewy is looking for a Manager, Veterinary Customer Care, 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:

• Develop, lead and coach a team of virtual veterinary customer service representatives supporting Chewy customers, primarily for Chewy Vet Care Clinics.
• 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.
• Ability to identify inefficiencies, implement improvements, and lead teams through process changes in a rapidly evolving business environment
• Ability to analyze performance metrics (e.g., CSAT, first-call resolution, handle time) to improve customer service outcome
• Collaborate with other managers to establish and build SOPs for existing processes and procedures.
• 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 (CVT, LVT, or RVT) in a state eligible for hire within Chewy or 3-5+ years of small animal veterinary experience or equivalent industry experience.
• 2+ years of multi-channel contact center management experience (Customer Service strongly preferred), with leadership track record and verifiable history of leading successful, high-volume teams in 100+ headcount environments
• Proficiency in computer systems, ability to learn new software, and strong analytical skills to interpret data and operational trends.
• Strong leadership, coaching, and mentoring abilities, with outstanding oral and written communication skills.
• Exemplary listening and problem-solving skills, ability to multitask in a fast-paced environment.
• Passion for helping professionals and pets, working effectively in a team-oriented setting with empathy and a customer-first approach.
• High-speed internet, a quiet designated workspace, and commitment to a full-time schedule, including potential evenings, weekends, and holidays.
• Position may require travel.

Preferred:

• A Veterinary Technology associate or bachelor’s degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent is preferred.
• Experience in Telehealth or Remote Veterinary Support:  Given the virtual nature of this role, prior experience in telemedicine, remote triage, or virtual veterinary services would be beneficial.

• Regulatory Compliance Awareness: Understanding of veterinary regulations, including VCPR (Veterinary-Client-Patient Relationship) and telemedicine laws, to ensure compliance when advising customers.

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 HR@Chewy.com.

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