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Retail Customer Service Lead

PetSmart

Durham, North Carolinafull–timePosted 8/16/2026
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About this role

PetSmart does Anything for Pets – JOIN OUR TEAM! Retail Customer Service Lead (Key Holder) About Life at PetSmart Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be. Benefits that benefit you • Paid Weekly • Health & Wellness Benefits • 401k Plan with company match • Paid Time off for full-time associates • Associate discounts • Tuition Assistance • Career pathing • Development opportunities Job Summary PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement. Essential Responsibilities Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs: People Leadership: • Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions. • Validates completion of assigned operational messages and engagement video compliance. • Supports the various Services businesses as needed when the Experience Leader is not available • Delegate and validate completion of daily tasks. • Leads and directs associates when acting as the Leader on Duty • Address and administer associate complaints and grievances. • Recognizes a

Read the full description and requirements on the original posting.

Tailor your resume for this Retail Customer Service Lead role

PetSmart and most employers screen applications with ATS software before a recruiter reads them, and they rank resumes that echo the language of the posting. To stand out for this role, mirror the exact skills, tools, and job title it uses, and make your location (Durham, North Carolina) clear. For customer service roles like this one, recruiters commonly scan for:

  • Zendesk
  • CRM
  • Conflict Resolution
  • CSAT/NPS
  • Onboarding
  • Ticketing
  • Live Chat
  • Retention

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Frequently asked questions

Is the Retail Customer Service Lead role at PetSmart remote?

This role is based in Durham, North Carolina. Check the original posting for any hybrid or remote flexibility.

How do I apply for this Retail Customer Service Lead job?

Applications happen on the employer's own site — use the "Apply on company site" link on this page. Before you apply, tailor your resume to the listing so it clears the ATS.

How do I tailor my resume for this Retail Customer Service Lead role?

Open Tailr's builder and it creates an ATS-friendly resume matched to this listing — pulling in the role's keywords and the skills customer service recruiters scan for — with a live match score as you edit. It's free to start and needs no sign-up.

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Listing sourced via Indeed. Tailr indexes public job postings so you can tailor your resume to them — applications happen on the employer's site.