Retail Customer Service Lead

About the role

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to champion the pet parent experience in store. The role combines people leadership, brand stewardship, and operational oversight to ensure a welcoming, safe, and engaging environment for customers, pets, and associates.

Key responsibilities

• Lead and develop store associates through training, onboarding, coaching, and performance feedback.
• Handle pet parent interactions in‑person, by phone, and online, addressing concerns and promoting services.
• Coordinate store events such as adoptions, veterinary partnerships, and shot clinics.
• Manage live pet sales, adoptions, and online order pick‑ups, ensuring smooth transactions.
• Oversee POS operations, cash handling, and compliance with company policies.
• Maintain store cleanliness, safety, merchandising standards, and inventory accuracy.

Required profile

• Strong leadership and communication abilities.
• Customer‑focused mindset with a passion for pets.
• Ability to multitask in a fast‑paced retail environment.
• Commitment to safety, compliance, and store standards.

Required skills

• Experience operating point‑of‑sale (POS) systems.

What we offer

• Paid weekly salary.
• Health and wellness benefits.
• 401k plan with company match.
• Paid time off for full‑time associates.
• Associate discounts.
• Tuition assistance.
• Career pathing and development opportunities.