We are looking for a people-focused and data-driven Customer Support Manager to join Chewy award-winning WOW team in a Remote capacity. As a leader in one of the most customer-centric companies in the world, you will be responsible for leading a team of 10–25 remote Customer Service Representatives.

Your mission is to foster a high-performance culture that prioritizes pet parent happiness while utilizing Lean methodologies to optimize operational efficiency. At Chewy, being a manager is not just about oversight; it is about active coaching, talent development, and constant process innovation.

Key Responsibilities

• Team Leadership: Lead and mentor a team of 10–25 direct reports, providing individualized coaching to close performance gaps and develop top-tier talent.

• Performance Management: Use data analytics and behavioral patterns to drive key metrics such as CSAT (Customer Satisfaction Score), AHT (Average Handle Time), and First Contact Resolution.

• Operational Excellence: Implement Lean and 5S principles to identify inefficiencies and standardize SOPs (Standard Operating Procedures).

• Quality Assurance: Review and score customer calls, chats, and emails to ensure the Chewy Standard of empathy and kindness is maintained.

• Talent Strategy: Partner with Recruiting to interview new Chewtopians and build succession plans for your high-performing team members.

• Cross-Functional Collaboration: Work with fulfillment and technical teams to resolve systemic customer issues and support new tool deployments.

Requirements

• Experience: 2–5 years of leadership experience in a high-volume customer service, call center, or operations environment.

• Leadership Skills: Proven ability to manage a remote team and handle the corrective action process up to and including termination if necessary.

• Analytical Skills: Strong ability to translate complex data into actionable performance plans. Proficiency in Microsoft Excel is a must.

• Communication: Exceptional verbal and written communication skills with a focus on active listening and empathy.

• Travel: Ability to travel up to 20% for leadership summits, training, or on-site meetings at Chewy hubs (Boston, Plantation, etc.).

Technical Requirements

• Environment: A dedicated, quiet, and distraction-free home office space with a background suitable for frequent webcam use.

• Connectivity: High-speed, wired broadband connection (minimum 30 Mbps download / 5 Mbps upload).

• Security: Use of a smartphone or tablet for two-factor authentication (Okta Verify).

Work Details

• Location: 100% Remote (Must reside in the US/Canada and be available for specific shift rotations).

• Salary Range: * US: Average base pay of $56,469 – $61,500 (depending on experience and location).

  • Canada: Comparable market rates (approx. $88k – $111k CAD for senior management roles).

• Benefits: * Comprehensive Medical, Dental, and Vision insurance.

  • Pet Insurance and generous employee discounts on Chewy.com.

  • Unlimited Paid Time Off (PTO) for salaried management roles.

  • 401(k) with company matching and equity/bonus opportunities.