Customer Service Manager — Lead High-Volume Teams

Chewy, Inc.; United States; Remote; USD 50,000 - 60,000; Full time

Job summary

Chewy is seeking a Manager, Customer Service to lead a high-volume, multi-channel contact center in Hollywood, FL. This role emphasizes building engaging teams, coaching leaders, and driving operational efficiency with a customer-first mindset.

You will use data to identify opportunities, collaborate on SOPs, and ensure ongoing performance reviews to keep the workforce highly engaged. Travel may be required as part of leadership responsibilities.

Qualifications

• 2–5 years of multi-channel contact center management in 300+ headcount environments.
• BS/BA degree or equivalent experience; 5+ years in lieu of degree.
• Strong communication and leadership to coach agents and floor leaders.
• Proficient in MS Office, especially Excel; e-commerce context preferred.

Responsibilities

• Develop, lead and coach floor leadership to build teams delivering exceptional customer experience.
• Collaborate with peer managers to improve process efficiency and establish SOPs.
• Use data to identify opportunities and develop action plans to close performance gaps.
• Ensure regular performance reviews and feedback across all levels to maintain engagement.
• Lead onboarding initiatives to enhance the career pathing experience.

Skills

Leadership experience

Coaching skills

Communication skills

Adaptability

Travel willingness

Education

BS/BA degree or equivalent

Tools

MS Excel

MS Office

Job description

Chewy is seeking a Manager, Customer Service to lead a high-volume, multi-channel contact center in Hollywood, FL. This role emphasizes building engaging teams, coaching leaders, and driving operational efficiency with a customer-first mindset.

You will use data to identify opportunities, collaborate on SOPs, and ensure ongoing performance reviews to keep the workforce highly engaged. Travel may be required as part of leadership responsibilities.