Job Summary Progressive Technology is seeking an experienced and customer-focused Customer Support Manager to join our remote team and support operations at Chewy — one of the fastest-growing e-commerce companies in the pet industry. This role is ideal for a strategic leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer service experiences. The successful candidate will be responsible for leading remote support teams, optimizing support processes, and ensuring customer satisfaction remains top-tier.

Key Responsibilities

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Lead, mentor, and manage a team of remote customer support representatives to meet and exceed service standards.

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Monitor daily operations and implement best practices to improve efficiency and customer satisfaction.

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Develop and analyze performance metrics to assess individual and team performance.

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Handle escalated customer inquiries with professionalism and empathy, ensuring prompt resolution.

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Collaborate with internal departments such as logistics, IT, and marketing to streamline customer support processes.

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Recruit, train, and onboard new team members to ensure consistency in customer service delivery.

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Foster a customer-centric culture that emphasizes accountability, continuous improvement, and innovation.

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Report regularly to senior leadership on performance trends, challenges, and opportunities for improvement.

• Required Skills and Qualifications
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Bachelors degree in Business Administration, Communications, or a related field (or equivalent work experience).

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Proven experience in managing a customer support or call center team, preferably in an e-commerce environment.

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Excellent verbal and written communication skills.

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Strong organizational and multitasking abilities with a keen eye for detail.

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Proficiency in CRM software, support ticketing systems, and other support tools.

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Ability to work independently and in a team-oriented, collaborative remote environment.

• Experience
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Minimum 3-5 years of experience in a customer service leadership role.

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Previous experience managing remote teams is highly desirable.

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Demonstrated success in performance coaching, process improvement, and conflict resolution.

• Working Hours
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Full-time remote position.

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Must be available to work flexible hours, including some evenings, weekends, and holidays to accommodate customer support needs across different time zones.

• Knowledge, Skills, and Abilities
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Deep understanding of customer service KPIs and best practices.

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Ability to interpret data and transform insights into actionable strategies.

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High emotional intelligence and problem-solving skills.

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Tech-savvy and adaptable to new technologies and digital platforms.

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Strong leadership qualities with a collaborative mindset.

• Benefits
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Competitive salary with performance-based incentives.

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Comprehensive health, dental, and vision insurance.

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Paid time off (PTO), holidays, and wellness days.

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Professional development and continuous learning opportunities.

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Fully remote work environment with equipment provided.

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Employee discounts on Chewy products.

• Why Join Us

At Progressive Technology, we believe in empowering our people and promoting a positive and inclusive culture. By joining our remote support team for Chewy, you will be part of a company that values innovation, collaboration, and customer-first thinking. We invest in your growth, support your ambitions, and provide the tools you need to succeed — all from the comfort of your home.

How to Apply

To apply for this exciting remote opportunity, please submit your updated resume and a brief cover letter outlining your experience and why you are the perfect fit for this role. Applications can be submitted through our careers page or by emailing us with the subject line: Customer Support Manager – Remote.