Sr CS Social Media Specialist

Job Description:
Our Opportunity:
Chewy is seeking a Senior Social Media Engagement Specialist who thinks in trends, reacts in real time, and instinctively knows when a moment is about to take off. Success in this role requires deep fluency in internet culture and the ability to write with range-balancing empathy and warmth with speed, wit, and sharp cultural awareness.
In this role, you'll operate at the intersection of community engagement, cultural trendspotting, and high-visibility customer interactions. You'll respond to Chewy's most sensitive, viral, or high-impact engagements while also leaning into proactive discovery-scouring TikTok, Instagram, and emerging platforms to find moments where Chewy can show up authentically, playfully, and memorably.
You'll work closely with cross-functional partners in Marketing, WOW, Public Relations, Customer Experience, and other stakeholder groups, proactively identifying cultural moments, emerging trends, and creative engagement opportunities that help Chewy show up in ways that feel fresh, native to the platform, and delightfully human.
Whether it's solving a customer's problem, elevating a brand moment, or sparking an unexpected conversation, you'll help shape how millions experience Chewy online-one culturally tuned, high-judgment interaction at a time.
Compensation: $21.50/hr
What You'll Do
High-Visibility Engagement & Customer Experience

• Respond to Chewy's most sensitive, high-leverage, or high-visibility interactions across all social channels, ensuring replies are thoughtful, human, witty, and aligned to Chewy's voice.
• Resolve executive-level customer escalations with urgency, empathy, and root cause analysis.
• Maintain real-time quality control across Chewy's comments, posts, and DMs to ensure engagement expectations are consistently met.
• Validate all customer contacts without a response to ensure full coverage and safeguard engagement standards.

Proactive Engagement & Trendspotting

• Actively scan TikTok, Instagram, and emerging platforms to spot culturally relevant, funny, unexpected, or viral-worthy content.
• Identify opportunities for Chewy to join conversations creatively, thoughtfully, and in ways that feel native to each platform.
• Bring forward proactive engagement concepts for cross-functional review, using strong cultural intuition to determine timing, tone, and brand fit.
• Track trends, audio, memes, and creator conversations to anticipate where Chewy can authentically participate.
• Identify opportunities for "surprise and delight" moments through thoughtful, personalized engagements or gifting.

Cross-Functional Leadership & Partnership

• Collaborate with Marketing, Public Relations, Legal, and other partners to ensure messaging accuracy and brand alignment.
• Share trend insights, cultural observations, and social risks that help inform content planning and broader engagement strategies.

Operational Excellence & Team Enablement

• Create, update, and maintain internal documentation, playbooks, and process maps.
• Assist in onboarding, mentoring, and guiding C2 Social Media Specialists as both a creative and quality leader.
• Lead clear start-of-day, intraday, and end-of-day shift handoffs to maintain continuity.
• Step into operational gaps as needed to support smooth daily coverage and consistent performance.

What You'll Need:

• Exceptional written communication skills, with the ability to write across an emotional spectrum-ranging from warm, compassionate, and reassuring to quick, clever, and culturally sharp-while maintaining impeccable judgment in public-facing spaces.
• Demonstrated experience engaging on brand social channels or large online communities, confidently navigating high-visibility interactions.
• Deep knowledge of social trends, meme culture, platform features, viral dynamics, and emerging online behaviors.
• Strong intuition for identifying content with viral potential and shaping brand-safe, creative engagement ideas.
• Ability to multitask across multiple screens, tools, and conversations while maintaining high quality and attention to detail.
• Experience with Sprinklr and native platform tools (Meta Business Suite, TikTok tools, etc.).
• A proactive mindset-you identify trends, risks, and opportunities early and take initiative.
• Ability to maintain composure and high judgment in fast-moving, high-pressure, or public-facing situations
• Adaptability to policy or process updates and flexibility to adjust schedules based on business needs.

Why Chewy Customer Service?
It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best - no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, plus more! Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.

If you have a disability under the Americans with Disabilities Act or similar law, and/or you need an accommodation during the application process or to perform these job requirements, please contact [email protected]. If you have a question regarding your application, please contact [email protected].
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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