CS Social Media Specialist

What You'll Do

• Monitor and engage with Chewy customers across Facebook, Instagram, X (Twitter), TikTok, YouTube, and other emerging channels.
• Respond thoughtfully to private messages, public comments, and posts, always in a balance of your own unique tone of voice while keeping mindful of Chewy’s voice.
• Create authentic, trend-savvy engagements that spark conversation, delight our followers, and build community.
• Identify and escalate sensitive issues, trending topics, or brand impacting moments with speed and high judgment.
• Spot opportunities for viral or standout customer interactions.
• Stay on top of cultural trends, memes, and conversations that shape the social landscape.
• Collaborate with internal partners and vendors to ensure accurate responses and alignment with Chewy’s brand values.
• Turn unique customer connections into unforgettable moments through thoughtful, customized gift ideas that surprise and delight.
• Operate tools like Sprinklr and native social platforms to moderate conversations and maintain brand standards.
• Operate tools like Sprinklr and native social platforms to moderate conversations and maintain brand standards.
• Be a proactive, curious learner; open to feedback, new processes, and new ways to surprise and delight our customers.

What You'll Need

• Excellent written and verbal communication skills - your words carry warmth, wit, and clarity.
• Proven experience managing or engaging with online communities or brand social channels.
• To update knowledge of social trends, platforms, features, and etiquette.
• Strong attention to detail and judgment in public communications.
• Able to multitask across multiple screens, tools, and conversations.
• Comfortable using social tools such as Sprinklr, Meta Business Suite and related platforms.
• Flexibility to work shifts, weekends, and holidays as needed — social never sleeps.
• A positive attitude, creative spirit, and comfort engaging with customers at scale.

Compensation

$17.50/hr