Job Summary

Chewy is seeking a motivated and technically skilled Remote Technical Support Representative to join our Customer Service Tooling team. In this role, you will provide expert-level support and guidance on Chewys internal tools, helping our customer service teams operate efficiently and deliver exceptional experiences to our customers. This position is remote, offering the flexibility to work from home while contributing to a dynamic and innovative company dedicated to pet wellness and customer satisfaction.

Key Responsibilities

• Provide real-time technical support to Chewy customer service representatives, resolving issues related to internal tools and platforms.

• Troubleshoot and diagnose technical problems, escalating complex issues to engineering or development teams as needed.

• Document and track recurring issues to identify patterns and contribute to continuous process improvement.

• Collaborate with cross-functional teams including IT, product development, and operations to ensure tools meet evolving business needs.

• Conduct onboarding and training sessions for new team members on customer service systems and best practices.

• Monitor and maintain system functionality, providing proactive solutions to prevent downtime or disruptions.

• Assist in testing new tools and updates to ensure seamless implementation.

Required Skills and Qualifications

• Strong technical aptitude with experience supporting SaaS or customer service platforms.

• Excellent problem-solving skills and ability to think analytically under pressure.

• Exceptional verbal and written communication skills.

• Ability to explain technical concepts clearly to non-technical team members.

• Proficiency with ticketing systems, CRM platforms, and remote support tools.

• Strong organizational skills with the ability to manage multiple tasks simultaneously.

Experience

• Minimum 2 years of experience in technical support, IT support, or customer service tooling.

• Experience supporting large-scale customer service operations or remote teams preferred.

• Prior experience in e-commerce, retail, or pet care industries is a plus.

Working Hours

• Full-time, remote position.

• Flexible shifts may include evenings, weekends, or holidays depending on business needs.

• Must have a reliable internet connection and a quiet, dedicated workspace.

Knowledge, Skills, and Abilities

• In-depth knowledge of internal support systems, CRM platforms, and troubleshooting methodologies.

• Ability to adapt quickly to new tools and technology updates.

• Strong interpersonal skills to support team members and collaborate across departments.

• Analytical mindset with the ability to identify and resolve systemic issues efficiently.

• Commitment to delivering excellent internal customer service and supporting Chewys mission of customer satisfaction.

Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Paid time off and company holidays.

• 401(k) with company match.

• Professional development opportunities and career growth.

• Employee discounts on Chewy products.

• Supportive and inclusive company culture.

Why Join Chewy

At Chewy, we are passionate about pets and committed to providing exceptional service to pet parents. Joining our team means becoming part of a collaborative, innovative, and purpose-driven environment where your contributions directly impact both our employees and our customers. Work from home, grow professionally, and help us make pet care more accessible and enjoyable for millions.

How to Apply

Interested candidates can apply online through the Chewy careers portal: https://www.chewy.com/jobs. Please submit a detailed resume and a cover letter highlighting your technical support experience and passion for customer service.