Customer Service Team Manager - Multi-Channel Coaching Lead

Chewy; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Chewy is seeking a Team Manager in Louisville, KY to lead a team of 10-25 hourly teammates across phone, email, chat and social media channels. You will coach, mentor and develop staff, drive performance against service and quality metrics, and partner with Recruiting to shape hiring and development.

You will use data to guide coaching, while addressing attendance, conduct, and customer impact. The role requires strong communication, multitasking, and adherence to Chewy standards, with potential

Qualifications

• Must obtain a Pharmacy Technician License from the Kentucky Board of Pharmacy.
• Must live in Kentucky within 100 miles of the Louisville facility.
• 2–5 years of customer service or call center experience.
• Excellent written and verbal communication skills.
• Able to multitask using Windows and multiple web applications.
• Able to work evenings/weekends and travel up to 25%.

Responsibilities

• Manage a team of 10-25 direct reports.
• Create and drive talent management strategies including succession planning and development of team members.
• Use data points and behavioral patterns to guide coaching strategies.
• Handle corrective actions up to termination for performance issues.
• Partner with recruiting to interview and define hiring profiles for continuous improvement.
• Improve production levels across phone, email, chat and social media channels.

Skills

Coaching skills

Leadership

Data analysis

Communication

Multitasking

Tools

Slack

Zoom

Outlook

Oracle Chats

Microsoft Windows

Job description

Chewy is seeking a Team Manager in Louisville, KY to lead a team of 10-25 hourly teammates across phone, email, chat and social media channels. You will coach, mentor and develop staff, drive performance against service and quality metrics, and partner with Recruiting to shape hiring and development.

You will use data to guide coaching, while addressing attendance, conduct, and customer impact. The role requires strong communication, multitasking, and adherence to Chewy standards, with potential