Job Summary:

Chewy is seeking an experienced and dynamic Global Advocate Team Supervisor to lead our remote advocacy team. This role is ideal for a motivated leader passionate about delivering exceptional customer experiences, fostering a high-performing team, and driving operational excellence. The Supervisor will manage daily operations of the Global Advocate Team, ensure team alignment with company goals, and maintain a supportive, collaborative remote work environment.

Key Responsibilities:

• Lead, coach, and mentor a team of Global Advocates to deliver outstanding customer support and advocacy services.

• Monitor team performance metrics, provide regular feedback, and implement strategies to improve service quality and efficiency.

• Develop and implement training programs, process improvements, and best practices for remote team members.

• Collaborate cross-functionally with internal departments to resolve escalated issues and improve customer experiences.

• Maintain up-to-date knowledge of Chewys products, policies, and customer support tools.

• Ensure compliance with company policies, quality standards, and operational procedures.

• Foster a positive remote team culture that encourages engagement, collaboration, and professional growth.

• Analyze team performance data to identify trends, forecast staffing needs, and recommend process enhancements.

Required Skills and Qualifications:

• Proven leadership experience in managing remote customer service or advocacy teams.

• Strong understanding of customer service principles, metrics, and best practices.

• Exceptional communication skills, both written and verbal, with the ability to coach and motivate a diverse team.

• Proficiency in remote collaboration tools (Zoom, Slack, Microsoft Teams, etc.) and customer service platforms.

• Strong problem-solving skills and ability to handle escalated issues with tact and professionalism.

• High emotional intelligence and ability to manage a team in a fast-paced, dynamic environment.

Experience:

• Minimum 3–5 years of experience in customer service or customer advocacy roles, with at least 2 years in a leadership or supervisory position.

• Experience leading distributed or remote teams is highly preferred.

Working Hours:

• Full-time, remote position.

• Flexible schedule with occasional need for coverage during evenings, weekends, or holidays depending on team needs.

• Standard U.S. time zones apply for team alignment.

Knowledge, Skills, and Abilities:

• Ability to inspire and lead a remote team while fostering accountability and engagement.

• Analytical mindset with the ability to use data to drive decisions and process improvements.

• Strong organizational and time management skills to prioritize and manage multiple responsibilities.

• Ability to adapt to a fast-changing work environment and embrace innovation.

• Commitment to Chewys customer-first culture and values.

Benefits:

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Paid time off, holidays, and parental leave.

• 401(k) retirement plan with company match.

• Career development and training opportunities.

• Work-from-home flexibility and supportive company culture.

Why Join Chewy:

At Chewy, we put pets and customers first. Our team thrives on innovation, collaboration, and making a meaningful impact every day. By joining as a Global Advocate Team Supervisor, you will have the opportunity to lead a talented remote team, drive exceptional customer experiences, and contribute to the growth of a company that values its employees and the communities it serves.

How to Apply:

Interested candidates should submit their resume and a cover letter highlighting relevant leadership experience and passion for customer advocacy to Chewys careers portal at www.chewy.com/careers. Applications will be reviewed on a rolling basis.