Job Summary

Chewy, the leader in pet e-commerce, is seeking a passionate and customer-focused Remote Customer Support Associate to join our Chewy Pet Care team. In this role, you will be the first point of contact for our valued pet parents, helping to provide world-class service and support. If you love pets and enjoy delivering exceptional customer experiences, this is your opportunity to join a fast-paced, growing company where your contributions make a difference.

Key Responsibilities

• Provide empathetic and personalized customer support via phone, email, and chat channels.
• Resolve customer inquiries related to orders, products, shipments, returns, and general pet care guidance.
• Collaborate with internal departments to address customer concerns and escalate complex issues when needed.
• Demonstrate excellent problem-solving skills by providing fast and effective solutions.
• Consistently meet or exceed key performance indicators (KPIs) including customer satisfaction, response time, and resolution rates.
• Maintain accurate records of customer interactions using our CRM system.
• Stay informed about Chewys product offerings, promotions, and policies to provide up-to-date information.
• Represent Chewys values of compassion, innovation, and commitment to pets and their parents.

Required Skills and Qualifications

• High School Diploma or GED equivalent required; Associates or Bachelors degree is a plus.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in basic computer applications and ability to learn new software quickly.
• Comfortable working independently while being a part of a virtual team.
• A passion for pets and a customer-first mindset.

Experience

• 1+ year of customer service experience, preferably in a remote or call center environment.
• Experience handling inbound and outbound customer communications.
• Previous experience in the pet care or e-commerce industry is highly desirable but not required.

Working Hours

• Full-time position with flexible shifts, including evenings, weekends, and holidays, to best serve our customers.
• Availability to work 40 hours per week with occasional overtime as needed.
• Shifts scheduled according to business needs, with opportunities for shift preferences based on performance and seniority.

Knowledge, Skills, and Abilities

• Strong interpersonal and active listening skills.
• Ability to maintain a calm and professional demeanor in high-pressure situations.
• Aptitude for critical thinking and troubleshooting.
• Adaptable to change and continuous learning in a dynamic environment.
• Genuine love and understanding of pets and pet care.

Benefits

• Competitive pay with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, including vacation, holidays, and sick leave.
• Employee discount on all Chewy products.
• Opportunities for career advancement and professional development.
• Work-from-home convenience with all necessary equipment provided.

Why Join Chewy?

At Chewy, we are more than just an online pet retailer—we are a family of pet lovers dedicated to making pet parenting easier and more joyful. Joining Chewy means becoming part of a culture that celebrates innovation, collaboration, and compassion. You will have the chance to grow with a company that is making a positive impact on the lives of millions of pets and their families. If you want to turn your passion for pets into a rewarding career, Chewy is the place for you!

How to Apply

Ready to join the Chewy pack?
Please submit your application online via our careers page, including your resume and a brief cover letter explaining why you are the perfect fit for this role. We look forward to welcoming you to our growing remote team!