Manager, Customer Service I

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

Our Opportunity:

Chewy is looking for a Manager, Customer Service to join the best customer service department in America at our Hollywood, FL 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

Compensation

• The salary range is $50,000 to $60,000.

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [e-mail]. To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (https://www.chewy.com/app/content/privacy).

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].

To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.