Sr CS Social Media Specialist

What You’ll Do

• 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.
• Share trend insights, cultural observations, and social risks that help inform content planning and broader engagement strategies.
• Create, update, and maintain internal documentation, playbooks, and process maps.
• Aid 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?

• 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!