Overview
Customer Experience Supervisor Jobs in Middleburg, VA at Tilley’s pet supplies
Job post summary
Date posted: April 2026
Pay: $22 per hour, Full-Time 30-40 hours weekly
Job Title: Customer Experience Supervisor
ABOUT US!
Tilley’s Pet Supplies, a unique and privately owned pet supplies store nestled in the heart of Middleburg, Virginia. Every product on our shelves is meticulously researched and sourced to cater to the diverse needs of our customers. With over 20 premium brands of dog and cat foods, including high-quality dry and canned options, and a range of fresh and gently cooked options in our ten freezers, we stand out in the pet supplies market.
OBJECTIVES
We are thrilled to offer an excellent opportunity for a full-time Customer Experience Supervisor to join our Tilley’s Pet Supplies Middleburg location. This role is perfect for someone who is passionate about creating a great customer experience for people and their pets. This candidate needs to be outgoing and love communicating with pet parents about pet food nutrition, treats, toys, and supplies. This candidate will have a strong background in communications, customer service, and the retail pet industry. We want to hear from you if you’re excited about contributing to a thriving business!
JOB SUMMARY
The full-time Customer Experience Supervisor position assists in the day-to-day business at Tilley’s, including:
* Customer service, connecting with pet parents, and 5-star reviews are essential to small businesses. Great service includes in assisting customers in bringing their purchases to their vehicles.
* Communication is key to success, and this candidate will need to communicate sales and promotions to consumers and staff.
*Ability and desire to communicate about the different benefits of feeding raw, freeze-dried, and air-dried foods with pet parents.
* Multitasking in a fast-paced pet supplies store and adapting to a continually changing environment to achieve desired results.
* Handle customer requests for special orders by phone, email, and in person.
* Sourcing pet food, treats, and supplies via electronic cataloging
* Responsible for individual development and learning of pet nutrition through vendor training, reading materials, and online training.
* Ensures that all merchandise in the department is displayed correctly and that general housekeeping is done as needed.
* Complete price and or sale changes as dictated via price change emails
* Any other duties deemed necessary for the overall success of the store
Key Responsibilities as the Customer Experience Supervisor at Tilley’s
* Team Leadership & Communication: Train, coach, mentor, and motivate staff to meet or exceed sales targets.
* Daily Operations: Ensures the in-store customer experience exceeds expectations, communicates goals & daily tasks, and ensures adherence to company policies and procedures.
* Escalation Management: Actively resolve complex or escalated customer complaints with tact and diplomacy.
* Performance Monitoring: Use Lightspeed Retail reporting and data tools to monitor KPIs and team productivity.
* Process Improvement: Develop and implement customer service procedures and best practices.
* Customer Feedback Analysis: Analyze customer interactions and feedback to identify areas for improvement.
Required Skills and Experience
* Experience: 3+ years of experience in retail supervisory and customer service roles, as well as retail pet experience required. Cat ownership and experience are a plus!
* Communication: Strong verbal and written communication skills to seek and deliver information, listen, and connect with customers and coworkers. An Associates degree or higher in communications is a plus.
* Leadership: Strong ability to motivate, develop, and mentor a team.
* Problem-Solving: Excellent interpersonal skills and the ability to resolve issues under pressure.
* Technical Proficiency: Experience with Microsoft Office Suite and iWork Suite for Apple.
* Product Knowledge: Desire to learn about pet nutrition and its importance in keeping pets healthy and happy. Takes initiative and responsibility to train and develop themselves and staff on product knowledge.
* Professional: appearance and work ethic
PHYSICAL FACTORS/WORKING CONDITIONS
Indoor
Stand for extended periods of time
Able to move and lift up to 40 lbs.
BENEFITS/ PAY
Job Type: Full-Time, 30-40 hours weekly.
Pay: $22 per hour
Employee discount
Ability to commute to Middleburg, VA: Reliably commute or plan to relocate before starting work (Required).
SCHEDULE
This position requires open availability including weekends:
Monday – Saturday 9:30 AM – 6:30 PM and Sunday 9:30 AM – 5:30 PM.
**Working with Customers past regular working hours will sometimes be required. **
Disclaimer
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time. As a team member, you should be prepared to adapt to changing business conditions and take on new responsibilities as needed.
At Tilley’s Pet Supplies, we are committed to providing equal opportunities for all. Our employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. Diversity is a strength, and we welcome all qualified candidates to apply for this opening.
Job Type: Full-time
Pay: $22.00 per hour
Benefits:
- Employee discount
Shift:
- 8 hour shift
- Day shift
- Evening shift
- Morning shift
People with a criminal record are encouraged to apply
Experience:
- Retail Pet Industry: 3 years (Required)
Shift availability:
- Night Shift (Preferred)
- Day Shift (Preferred)
Ability to Commute:
- Middleburg, VA 20117 (Required)
Ability to Relocate:
- Middleburg, VA 20117: Relocate before starting work (Required)
Work Location: In person
Title: Customer Experience Supervisor
Company: Tilley’s pet supplies
Location: Middleburg, VA
Category:
