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 rangebalancing empathy and warmth with speed wit and sharp cultural awareness.

In this role youll operate at the intersection of community engagement cultural trendspotting and high-visibility customer interactions. Youll respond to Chewys most sensitive viral or high-impact engagements while also leaning into proactive discoveryscouring TikTok Instagram and emerging platforms to find moments where Chewy can show up authentically playfully and memorably.

Youll 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 its solving a customers problem elevating a brand moment or sparking an unexpected conversation youll help shape how millions experience Chewy onlineone culturally tuned high-judgment interaction at a time.

Compensation: $21.50/hr

What Youll Do

High-Visibility Engagement & Customer Experience

• Respond to Chewys most sensitive high-leverage or high-visibility interactions across all social channels ensuring replies are thoughtful human witty and aligned to Chewys voice.

• Resolve executive-level customer escalations with urgency empathy and root cause analysis.

• Maintain real-time quality control across Chewys 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 Youll Need:

• Exceptional written communication skills with the ability to write across an emotional spectrumranging from warm compassionate and reassuring to quick clever and culturally sharpwhile 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 mindsetyou 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

Its not just about us. It is also about what you get. Thats 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 . If you have a question regarding your application please contact .

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

To access Chewys Privacy Policy which contains information regarding information collected from job applicants and how we use it please click here: 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 .

To access Chewys California CPRA Job Applicant Privacy Policy please click here.