Manager, Veterinary Customer Service I

Our Opportunity:

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.