Senior Customer Support Specialist

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:

• 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].
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