Decent benefits but heavy workload and low pay - Customer Service Supervisor Chewy Employee Review

I worked as a Customer Care Supervisor on the Tiger Team and was with the company from 2020 until 2026. In my experience, the workload is significantly disproportionate to the pay. System outages in Oracle are frequent, yet supervisors are still expected to continually follow up with customers regardless of whether the issue is actually within their control. For example, I had one customer whose issue remained unresolved from July until I went on maternity leave because the warehouse repeatedly failed to address the problem. Despite consistent follow-up, nothing was ever resolved. Management places a much stronger emphasis on metrics and customer satisfaction scores than on supporting employees. Meetings and team huddles are often canceled due to service levels, leaving supervisors on back-to-back calls with little opportunity for coaching or team development. The supervisor role has also expanded considerably. Supervisors are now expected to handle chats, emails, and outbound calls simultaneously, making an already demanding job even more difficult. At the same time, helpful resources—such as Boo Chat, which allowed agents to quickly reach a supervisor for assistance—have been removed, making it harder for frontline employees to get support. Depending on staffing needs and volunteer sign-ups, you will likely be expected to work holidays. Advancement opportunities can also be challenging to obtain, and even when you move into a higher position, the compensation often does not reflect the increased workload and responsibilities. The company needs to do better by investing in reliable systems, providing supervisors with the tools and support they need, fairly compensating employees for the scope of their responsibilities, and placing greater value on employee well-being alongside performance metrics. Addressing these issues would improve both the employee experience and the level of service provided to customers. Overall, while the company offers opportunities to gain customer service and leadership experience, the workload, expectations, and compensation were not balanced in my experience.