Chewy is renowned for its WOW Customer Service philosophy, often going viral for sending personalized cards or flowers to pet parents. As a Remote Customer Support Representative, you are not just an order-taker; you are a Pet Parent Advocate responsible for creating memorable, empathetic connections.

This role is 100% Work-from-Home, though Chewy typically hires in hubs within specific U.S. states to align with local labor laws and occasional in-person team events.

Key Responsibilities

• Multi-Channel Support: Assist pet parents via phone, live chat, and email regarding order status, product recommendations, and account management.

• Empathetic Problem Solving: Handle sensitive situations—such as a pet passing away—with genuine care, often having the autonomy to issue refunds or send WOW gestures.

• Product Expertise: Provide detailed information on everything from prescription kibble to orthopedic cat beds.

• Efficiency & Accuracy: Maintain high productivity metrics while navigating multiple internal systems and documenting every interaction.

Requirements

• Experience: Minimum 1–2 years of customer service experience (Retail, Hospitality, or Call Center).

• Education: High School Diploma or equivalent.

• Technical Proficiency: Ability to multitask across several platforms (Slack, Zoom, and CRM tools) while maintaining a conversation.

• Love for Pets: While not mandatory, a passion for animals is a core part of the culture and helps in making authentic recommendations.

Technical Requirements (Remote Setup)

• Wired Internet: Reliable high-speed broadband (minimum 30 Mbps download / 5 Mbps upload). Wireless/Wi-Fi is typically not permitted for security.

• Workspace: A quiet, private area free from background noise, suitable for webcam use during meetings.

• Authentication: A smartphone or tablet capable of running the Okta Verify app for secure login.

• Note: Chewy generally provides the computer, monitors, headset, and webcam.

Work Details

• Location: Remote (usually restricted to specific U.S. states like FL, TX, AZ, KY, and VA).

• Schedule: Full-time (40 hours/week). Chewy is a 24/7 operation, so flexibility for evenings, weekends, and holidays is required.

• Training: Includes 3–4 weeks of paid virtual training to master the Chewy Way.

• Compensation: * Hourly Rate: Typically starts between $15.00 – $19.00 USD per hour (varies by location).

  • Overtime: 87% of employees report receiving overtime pay at 1.5x.

Benefits

• Medical, Dental, & Vision: Available from day one or shortly after.

• Pet Perks: Significant discounts on Chewy.com and access to Pet Insurance.

• 401(k): Company matching program.

• Career Growth: Chewy is famous for promoting from within—many CSRs move into Management, HR, or Marketing roles.