Petabyte Customer Support Lead

Our Opportunity

Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how vets and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, making it easier to keep pets of all shapes and sizes leading balanced, happy lives.

As part of this mission, Chewy Health is currently seeking an expert customer support agent for our Healthcare Services Organization.

As a Rhapsody Support team member, you are the main line of communication for all things Petabyte Technology under the Chewy Health umbrella, the PIMs software applied in Chewy Vet Clinics which you will support via live chat. This means having a deep knowledge of Rhapsody, Wellness Plans, Catalog Requests, Merchant Services, and the Boop App. To aid our users properly you will need to understand how reminder protocols, prescriptions, labs, and other workflows look like throughout a Veterinary hospital. You provide knowledgeable, comprehensive, and fast support to our users. You will also provide limited backup to other teams by assisting with Marketplace Partners, the Petabyte Analytics team, the Development team, and the Finance department. Petabyte prides itself as the only PIMS provider to provide one-on-one support through Intercom, ensuring all users receive the best possible experience.

What You Will Do:

As a key member of our support team, you will quickly develop deep expertise in our product suite, demonstrating structured training to achieve full ramp-up within two months. You will play a pivotal role in maintaining and enhancing our customer support operations by engaging in over 75 Intercom chats per week while consistently exceeding Quality Assurance and Customer Satisfaction benchmarks.

· Deliver high-quality, solution-oriented support to users, demonstrating technical proficiency and a customer-first attitude.

· Apply operational tools and methodologies—including alerting, monitoring, and impact analysis—to drive efficiency and improve service outcomes.

· Proactively identify trends and develop solutions to mitigate potential issues, optimizing support workflows and automation where applicable.

· Partner with internal teams and third-party vendors to enhance platform performance and operational effectiveness.

· Conduct rigorous QA and User Acceptance Testing (UAT) on new systems, updates, and processes to ensure seamless implementation.

· Analyze and interpret data from incoming chats to uncover insights that drive continuous improvement.

· Triage internally submitted bug reports, ensuring they contain the vital information for resolution and are appropriately prioritized to align with business impact.

· Investigate reported bugs from Rhapsody Partner teams, which include replicating issues, collecting LogRocket sessions, and using developer tools to provide detailed insights that support the engineering team in resolving defects efficiently.

· Own priority follow-ups for bug fixes and catalog resolutions, ensuring timely updates, supervising progress, and presenting status to relevant partners to drive resolution.

What You will Need:

The ideal candidate is a problem solver with a growth mindset, demonstrating technical savvy, good communication skills, and a customer-first approach. Success in this role is defined by the ability to identify trends and raise potential issues, maintain high-quality support standards, and collaborate effectively across teams.

· 2+ years of experience in technical support, customer support, or a related field, preferably in a SaaS or tech environment.

· 1+ years of experience with CRM tools

· 1+ years of experience with Data analysis and reporting

· Experience improving CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), or SLA (Service Level Agreements)

· Demonstrable ability to assess and triage issues, distinguishing between system bugs and expected functionality to drive appropriate resolutions.

· Strong decision-making skills to resolve when to raise issues internally and when to offer direct Zoom support, facilitating calls to resolve sophisticated cases efficiently.

· Experience working multi-functionally with product and engineering teams to report, track, and prioritize technical issues.

· Ability to lead multiple chat conversations simultaneously while maintaining high-quality support and responsiveness.

· Strong customer compassion, with a problem-solving approach and the ability to communicate sophisticated concepts in an accessible way.

· Exceptional written and verbal communication skills, with a keen eye for grammar, clarity, and professionalism.

· A good sense of urgency and ownership, ensuring timely follow-ups and resolutions that leave customers feeling valued.

· Proficiency in Microsoft Office and experience quickly adapting to new software, tools, and evolving product features.

 

Bonus Skills:

· Experience in virtual customer service and/or SaaS

· Experience providing support for technology innovations and services to veterinary clinics or medical practices.