Job Summary

Chewy, a leading online retailer of pet products and services, is seeking highly motivated and customer-focused individuals to join our team as Remote Chat Support Specialists. In this role, you will be the first point of contact for our valued customers, delivering exceptional service through live chat interactions. This is an exciting opportunity to work remotely while supporting pet parents and making a positive impact on their customer experience.

Key Responsibilities

• Provide outstanding customer support through live chat, resolving inquiries and concerns related to orders, products, and services.
• Assist customers with website navigation, order placement, returns, exchanges, and product information.
• Troubleshoot and resolve customer issues in a timely, efficient, and professional manner.
• Collaborate with internal teams to ensure accurate information and issue resolution.
• Follow up on open cases to ensure customer satisfaction and closure.
• Maintain detailed and accurate records of customer interactions in CRM systems.
• Consistently meet or exceed performance metrics, including customer satisfaction, response time, and quality assurance standards.
• Uphold Chewys brand voice and values in every interaction.

Required Skills and Qualifications

• High school diploma or equivalent required; an associates or bachelors degree is a plus.
• Excellent written communication skills with a strong command of English grammar, punctuation, and spelling.
• Strong problem-solving abilities and critical thinking skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• High level of empathy and patience when dealing with customers.
• Tech-savvy with proficiency in Microsoft Office Suite and ability to quickly learn new tools and platforms.
• Reliable internet connection and dedicated remote workspace.

Experience

• Minimum of 1-2 years of experience in customer service, preferably in a remote or call center environment.
• Experience in e-commerce or the pet industry is a plus.

Working Hours

• Flexible schedules available, including daytime, evening, weekend, and holiday shifts.
• Full-time and part-time positions available depending on business needs.

Knowledge, Skills, and Abilities

• In-depth understanding of customer service principles and best practices.
• Ability to remain calm under pressure and handle high-stress situations effectively.
• Strong organizational skills and attention to detail.
• Self-motivated and able to work independently with minimal supervision.
• Familiarity with CRM software and chat platforms such as Zendesk, Salesforce, or similar.

Benefits

• Competitive pay and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Paid time off (PTO) and paid holidays.
• Employee discounts on Chewy products and services.
• 401(k) with company match.
• Opportunities for professional growth and career advancement.
• Remote work flexibility and work-life balance support.

Why Join Chewy?

At Chewy, we are passionate about serving pet parents and making a difference in the lives of pets every day. As part of our remote team, you will be contributing to a dynamic and inclusive culture where innovation, customer obsession, and continuous improvement are at the heart of everything we do. Join us and become part of a supportive team that values your growth, rewards your hard work, and empowers you to make an impact from the comfort of your home.

How to Apply

Ready to join Chewys remote customer support team? Submit your application today through our official careers page and complete the online assessment. Our recruitment team will review your application and contact qualified candidates for the next steps. We look forward to welcoming you to the Chewy family!