Manager, Customer Service I

Chewy; Richardson (TX); On-site; USD 75,000 - 95,000; Full time

Job summary

A prominent pet e-commerce company in Richardson, TX is seeking a Manager, Customer Service I. The role focuses on leading and developing customer service teams to enhance efficiency and customer satisfaction. Candidates should have 2-5 years of contact center management experience and strong leadership skills. Key responsibilities include coaching staff, collaborating with peers, and using data to drive performance improvements. This is a managerial position demanding excellent communication and adaptability.

Qualifications

• 2-5 years of multi-channel contact center management experience.
• Strong leadership track record in high-volume teams.
• Proficient in MS Office suite, especially Excel.

Responsibilities

• Develop, lead and coach floor leadership.
• Establish collaborations with peer managers.
• Use data to identify areas of opportunity.
• Collaborate to establish SOPs for processes.
• Ensure regular performance reviews and feedback.

Skills

Multi-channel contact center management experience

Leadership skills

Coaching skills

MS Office proficiency

Outstanding communication skills

Education

BS/BA degree or equivalent experience

Tools

MS Excel

Job description

Join to apply for the Manager, Customer Service I role at Chewy.

Our Opportunity

Chewy is looking for a Manager, Customer Service to join the best customer service department in America at our Richardson, TX location. The right person will be a people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mentality is critical for this role.

What You’ll Do

• Develop, lead and coach floor leadership to build successful teams that deliver an exceptional customer experience
• Establish peer-to-peer collaborations with peer Managers to enhance process efficiency
• Use data to identify areas of opportunity, and develop action plans to improve important metrics and close performance gaps
• Collaborate with other managers to establish and build SOPs for existing processes and procedures
• Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce
• Maintain and implement new leadership onboarding initiatives to enhance the career pathing experience

What You’ll Need

• 2-5 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 300+ headcount environments
• Adaptability to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
• Coaching skills that can impact both front-line agents and floor leadership
• BS/BA degree or equivalent experience (i.e., 5+ years industry experience in lieu of degree)
• Strong computer and internet proficiency in an e-commerce environment
• Proficiency in MS Office suite (Excel is a must)
• Outstanding oral and written communication skills, comfortability and ease in communicating information to a group
• Position may require travel

Equal Opportunity Employer

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [e-mail].

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