Lead exceptional pet parent service at PetSmart through customer communication, associate guidance, and accurate retail operations. Full-time availability is required.
The Retail Customer Service Lead, also called Experience Lead, supports PetSmart’s vision, mission, values, and strategy. This customer-focused leader guides associates, supports store services, and drives loyalty, promotions, and positive interactions throughout the store. The position also helps uphold safety, cleanliness, merchandising, and engagement standards.
Key Responsibilities: Lead associates while acting as Leader on Duty
Train, onboard, mentor, coach, and provide performance feedback
Respond to pet parent concerns across service channels
Coordinate adoption,



veterinary partnership, and Shot Clinic events
Maintain safety, cleanliness, merchandising, and store standards
Requirements: Two or more years of customer-focused retail experience
Leadership experience preferred
Full time flexibility for evenings, weekends, and holidays
Proficiency with computer applications
Strong communication, organization, and composure under pressure
Bring retail leadership, pet parent service, communication, and operational focus to PetSmart’s Experience Lead team.

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📌 PetSmart Retail Customer Service Lead (Ontario)
🏢 PetSmart
📍 Ontario