Retail Customer Service Supervisor

Retail Customer Service Supervisor (Key Holder)

Pet Smart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service, overseeing store cleanliness, merchandise, and associate engagement. The role aims to drive pet parent experience strategies through loyalty and promotions while achieving targeted results. Responsibilities include safeguarding people and pets, maintaining store standards, and providing leadership to associates.

Pet Smart expects the Experience Lead to support associate development (training, onboarding, coaching), validate operational compliance, and delegate daily tasks. The Lead also acts as a backup senior manager when other leaders are unavailable, addresses associate complaints, and celebrates engagement. In addition, the role manages pet parent interactions, store events, sales, and adherence to company policies and ethics.

• Facilitate associate development and support completion of training, onboarding, and daily tasks.
• Validate completion of operational messages and engagement videos.
• Support various Service businesses and act as Leader on Duty when required.
• Address and administer associate complaints and grievances.
• Recognize and celebrate associates driving engagement.
• Manage pet parent experience over phone, in person, or online.
• Promote and coordinate store events, marketing for adoptions, vet partnerships, and shot clinics.
• Conduct live pet sales and adoptions.
• Assist with monthly live cycle counts and resolve discrepancies.
• Recommend, inform, and sell merchandise and services to pet parents.
• Prepare online orders for pickup and ensure a positive experience.
• Backup point-of-sale (POS) operations and handle cash transactions accurately.
• Maintain store standards, enforce policies, procedures, and code of ethics.
• Ensure safety for associates, pets, and pet parents.
• Take immediate action on sick or injured pets and facilitate transportation to a veterinarian.
• Maintain cleanliness of sales floor, pet training, adoption center, breakroom, and restroom.
• Participate in opening and closing procedures with other departments.
• Follow all company policies and procedures and perform additional duties as assigned.

• 2+ years of retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability with flexibility to work evenings, weekends, and holidays.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

• No direct reports, but expected to guide and support associate development.
• Provide feedback on associate performance to direct supervisor.
• Act as Leader, supervising associates, assigning tasks, and addressing concerns when other Leaders are absent.

• Stand, walk, climb ladders, and use hands for handling, reaching, stooping, kneeling, crouching, talking, and hearing.
• Frequently lift or move up to 50 pounds, occasionally more than 100 pounds.
• Exposure to moving mechanical parts, wet environments with pet hair, moderate to high noise levels, and live animals.

• Paid Weekly
• Health & Wellness Benefits
• 401(k) Plan with company match
• Paid Time Off for full‑time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

Pet Smart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Reasonable accommodations are offered to applicants with disabilities throughout the application process, upon request and as required by law.

This job summary is intended to describe the general nature of the work performed by this position. Exact pay will be based on experience level and store location. The position is paid on a per‑hour basis and is eligible for benefits described on  Applicants must be over the age of 18. The position is open to all qualified applicants, including those with arrest and conviction records, in accordance with local ordinances for Waterloo, San Francisco, and Los Angeles.