Provides technical customer support to veterinary-location team members through live chat and ticketing systems. Troubleshoots issues, manages multiple tickets, triages and prioritizes bugs for engineering, analyzes support trends, collaborates with product and operations teams, investigates defects using LogRocket and developer tools, and conducts QA and UAT for new systems and processes.
Job Description:
Our Opportunity
Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. As part of this mission, Chewy Vet Care is currently seeking an experienced Senior Customer Support Specialist to support our team members across our veterinary locations. The ideal candidate is a problem solver with a growth mindset, demonstrating technical acumen, strong communication skills, and a customer-first approach. Success in this role is defined by the ability to provide correct resolutions to team members, identify trends and escalate high-priority issues.
As a Senior Customer Support, you are the main line of communication for Chewy Vet Care support, which you will support via live chat and ticketing system. In this role, you will work across our operations, product and engineering teams to provide both support as well as triage opportunities impacting the team member experience, with the goal to identify opportunities and work across stakeholders to solve.
What You'll Do:
What You'll Need:
The ideal candidate is a proactive problem solver with a growth mindset, demonstrating technical acumen, strong communication skills, and a customer-first approach. Success in this role is defined by the ability to drive impactful solutions, maintain high-quality support standards, and collaborate effectively across teams.
Bonus Skills:
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Our Opportunity
Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. As part of this mission, Chewy Vet Care is currently seeking an experienced Senior Customer Support Specialist to support our team members across our veterinary locations. The ideal candidate is a problem solver with a growth mindset, demonstrating technical acumen, strong communication skills, and a customer-first approach. Success in this role is defined by the ability to provide correct resolutions to team members, identify trends and escalate high-priority issues.
As a Senior Customer Support, you are the main line of communication for Chewy Vet Care support, which you will support via live chat and ticketing system. In this role, you will work across our operations, product and engineering teams to provide both support as well as triage opportunities impacting the team member experience, with the goal to identify opportunities and work across stakeholders to solve.
What You'll Do:
- Build extensive knowledge and stay up to date on all Chewy Vet Care products and services.
- Deliver high-quality, solution-oriented support to users, demonstrating technical proficiency and a customer-first mindset.
- Manage multiple ticket streams at a time with multiple users, ensuring resolution across each one.
- Troubleshoot team member issues, asking questions to better understand the problem and providing an accurate and timely solution.
- Triage internally submitted bug reports to our engineering teams, ensuring they contain the necessary information for resolution and are appropriately prioritized to align with business impact.
- Analyze and interpret trends from incoming tickets to uncover insights that drive continuous improvement.
- Partner with internal teams to enhance platform performance and operational effectiveness.
- Investigate reported bugs from Rhapsody Partner teams, which includes replicating issues, collecting LogRocket sessions, and utilizing developer tools to provide detailed insights that support the engineering team in resolving defects efficiently.
- Conduct QA and User Acceptance Testing (UAT) on new systems, updates, and processes to ensure seamless implementation.
What You'll Need:
The ideal candidate is a proactive problem solver with a growth mindset, demonstrating technical acumen, strong communication skills, and a customer-first approach. Success in this role is defined by the ability to drive impactful solutions, maintain high-quality support standards, and collaborate effectively across teams.
- 2+ years of experience in technical support, customer support, or a related field.
- 1+ years of experience with CRM tools.
- Experience with ServiceNow is a plus.
- Strong decision-making skills to determine urgency and prioritization of issues.
- Proven ability to assess and triage issues, distinguishing between system bugs and expected functionality to drive appropriate resolutions.
- Experience working cross-functionally with product and engineering teams to report, track, and prioritize technical issues.
- Ability to manage multiple chat conversations simultaneously while maintaining high-quality support, responsiveness and resolutions.
- Problem-solving mindset and the ability to communicate complex concepts in an accessible way.
- Exceptional written and verbal communication skills.
- A strong sense of urgency and ownership, ensuring timely follow-ups and resolutions.
- Proficiency in Microsoft Office and experience quickly adapting to new software, tools, and evolving product features.
Bonus Skills:
- Experience in virtual customer service.
- Experience with launching innovative technologies and services to veterinary clinics or medical practices.
- In-depth experience and understanding of the veterinary profession in the US.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Similar Jobs at Chewy
eCommerce • Healthtech • Pet • Retail • Pharmaceutical
Supports vendor onboarding, product setup, assortment updates, promotions, reporting, and issue resolution for an eCommerce category. Serves as a vendor contact, coordinates cross-functional solutions, maintains documentation and trackers, manages escalations and SLAs, and identifies process improvements. Partners with merchandising, supply chain, finance, catalog, and legal teams while developing expertise in category operations and retail strategy.
Top Skills:
ExcelSQL
eCommerce • Healthtech • Pet • Retail • Pharmaceutical
Lead full-lifecycle executive searches (Director to VP), craft search strategies, engage and assess senior candidates, advise C-level stakeholders, leverage AI and market intelligence, mentor TA team members, manage negotiations and offers, and improve recruiting operations and candidate experience.
Top Skills:
AI
eCommerce • Healthtech • Pet • Retail • Pharmaceutical
Leads Chewy’s EHS compliance and central programs across its fulfillment network. Oversees Senior Program Managers, owns OSHA recordkeeping and regulatory compliance, coordinates inspections and enforcement responses with Legal, governs EHS policies, and drives safety requirements across operations, engineering, construction, and procurement. Develops the team, manages organizational planning, monitors regulatory changes, and reports on compliance posture and risk.
Top Skills:
29 Cfr 190429 Cfr 191029 Cfr 1926Osha
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
