Sr Petabyte Customer Support Specialist ID-19273
This role will be based out of Richardson, TX in a hybrid model.
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 team is focused on redefining how vets 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 healthy, happy lives!
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As part of this mission, Chewy Health is currently seeking an expert in customer support agent in 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 is the PIMs software used in the Chewy Vet Practices 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 support to users, comfortable using technology to complete tasks and a customer-first mentality.
Use operational tools and methodologies-including alerting, monitoring, and impact analysis-to influence efficiency and improve service outcomes.
Identify trends and call out potential issues, providing insights to improve support workflows and automation where appractplicable Interacts with internal and external peers and/or managers to exchange semi-routine information to enhance platform performance and operational effectiveness.
Provide feedback through QA and UAT on new systems, updates, and processes to ensure a smooth implementation from a Customer Support perspective.
Exercises judgement within defined procedures and practices from incoming chats to uncover insights that drive continues 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 includes 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, tracking progress, and communicating status to relevant partners to drive resolution.
Offer and facilitate Zoom support calls for sophisticated issues, leading troubleshooting discussions and ensuring efficient problem-solving.
What You will Need:
The ideal candidate is a problem solver with a growth mindset, demonstrating technical competence, good communication skills, and a customer-first approach. Success in this role is defined by the ability to identify trends and call out 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 the ability to assess and triage issues, distinguishing between system bugs and expected functionality to drive appropriate resolutions.
Strong decision-making skills to determine when to bring up 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 manage multiple chat conversations simultaneously while maintaining high-quality support and responsiveness.
Strong customer empathy, with a problem-solving approach and the ability to communicate complex concepts in an accessible way.
Exceptional written and verbal communication skills, with a keen eye for grammar, clarity, and professionalism.
A solid 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.
Solid understanding of the overall pet care industry and current trends
In-depth experience of the veterinary profession in the US.
