CS Social Media Specialist

Chewy•Hollywood, FL

About The Position

Chewy is seeking a Customer Care Social Media Engagement Specialist who writes with clarity, empathy, and a touch of wit and who understands the difference between posting and truly building relationships online. You’re fluent in the pace, norms, and cultural language of each platform and know how to show up in ways that feel real, human, and native to social. In this role, you’ll be one of Chewy’s frontline voices—helping customers with questions or concerns, making our community feel seen and understood, and spotting moments to surprise and delight. Every comment, reply, and DM is an opportunity to deepen trust, brighten someone’s day, solve a problem, or deliver a WOW moment. You’ll shape how pet parents experience Chewy on social—one thoughtful interaction, rescue moment, or WOW-worthy response at a time—ensuring we show up as helpful, emotionally attuned, and delightfully human to the pet parents we serve.

Requirements

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.
Up-to-date knowledge of social trends, platforms, features, and etiquette.
Strong attention to detail and judgment in public communications.
Ability 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.
Positive attitude, creative spirit, and comfort engaging with customers at scale.
High school diploma or equivalent required.

Responsibilities

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.
Use your social instinct to 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.
Maintain composure and professionalism when responding in fast-moving or high-visibility situations.
Be a proactive, curious learner; open to feedback, new processes, and new ways to surprise and delight our customers.