Retail Customer Service Lead (Key Holder)

About the role

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to deliver exceptional service to pet parents while upholding the company’s vision and values. The role drives pet‑parent experience strategies, oversees store safety and cleanliness, and supports associate development.

Key responsibilities

• Facilitate associate onboarding, training, coaching and performance feedback.
• Lead the store on‑duty, delegating tasks and addressing associate concerns.
• Ensure a safe environment for associates, pets and customers, including handling sick or injured animals.
• Promote and coordinate store events such as adoptions, vet partnerships and shot clinics.
• Prepare online orders for pick‑up and support point‑of‑sale transactions.
• Maintain store standards, merchandising, and cleanliness of sales floor, adoption centre and breakroom.

Required profile

• Minimum 2 years retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability with flexibility to work evenings, weekends and holidays.
• Strong written and verbal communication skills.
• Ability to stay composed under pressure and handle physical demands.

What we offer

• Paid weekly salary ranging from $17.43 to $27.43 per hour.
• Health & wellness benefits, RRSP with company match, and paid time off.
• Associate discounts, tuition assistance and career pathing opportunities.
• Development programs and a values‑based team culture.