Customer Service Team Manager (Multichannel)

Chewy; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive wages

Medical & dental insurance

401k

Job summary

Chewy in Louisville KY is seeking a Team Manager to lead a group of 10-25 hourly associates across multiple channels. You will coach, develop and motivate the team to deliver exceptional customer experiences while meeting service and quality targets.

This role requires strong communication, coaching skills, and the ability to analyze performance data. You will collaborate with recruiting, handle escalations, and partner with the Operations Manager to drive engagement and continuous improvement.

Qualifications

• 2–5 years of working experience in a customer service or call center environment.
• Ability to multi-task and manage a high volume of information/data.
• Proven coaching skills for front-line agents and leadership.

Responsibilities

• Manage a team of 10-25 direct reports across multiple channels.
• Drive talent management, succession planning, and development of team members.
• Use data points and trends to establish coaching strategies.
• Oversee corrective actions and escalate as needed.
• Collaborate with Recruiting on hiring profiles and candidate quality.
• Improve production levels through meetings and updates.
• Provide feedback and develop action plans to close performance gaps.
• Review calls using quality guidelines and calibrate assessments.
• Monitor workload and productivity for multi-channel volume.
• Partner with Operations Manager on engagement plans and activities.

Skills

Coaching

Communication

Leadership

Data analysis

Tools

Slack

Zoom

Outlook

Job description

Chewy in Louisville KY is seeking a Team Manager to lead a group of 10-25 hourly associates across multiple channels. You will coach, develop and motivate the team to deliver exceptional customer experiences while meeting service and quality targets.

This role requires strong communication, coaching skills, and the ability to analyze performance data. You will collaborate with recruiting, handle escalations, and partner with the Operations Manager to drive engagement and continuous improvement.