Sr CS Social Media Specialist

Responsibilities

• 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.
• 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.
• Collaborate with Marketing, Public Relations, Legal, and other partners to ensure messaging accuracy and brand alignment.

Requirements

• 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.

Benefits

• 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.