Sr CS Social Media Specialist

Chewy•Hollywood, FL

18d

About The Position

Chewy is seeking a Senior Social Media Engagement Specialist to handle high-visibility customer interactions and identify culturally relevant opportunities for the brand to engage online. The role combines community engagement, trendspotting, customer experience, and operational leadership. The specialist responds to sensitive, viral, and high-impact interactions with empathy, wit, cultural awareness, and sound judgment, while proactively scanning social platforms for authentic ways Chewy can join conversations. This position works closely with Marketing, WOW, Public Relations, Customer Experience, Legal, and other partners to ensure accurate, brand-aligned messaging and to share cultural insights, trends, and social risks. The specialist also maintains engagement quality and coverage, creates and updates internal documentation, supports onboarding and mentoring, and coordinates shift handoffs. Compensation is $21.50 per hour.

Requirements

Exceptional written communication skills and the ability to write across an emotional spectrum while maintaining sound judgment in public-facing spaces.
Demonstrated experience engaging on brand social channels or large online communities, including 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 developing brand-safe, creative engagement ideas.
Ability to multitask across multiple screens, tools, and conversations while maintaining quality and attention to detail.
Experience with Sprinklr and native platform tools such as Meta Business Suite and TikTok tools.
Proactive approach to identifying trends, risks, and opportunities early and taking initiative.
Ability to remain composed and exercise sound 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.

Responsibilities

Respond to sensitive, high-leverage, and high-visibility interactions across Chewy’s social channels with thoughtful, human, witty, brand-aligned replies.
Resolve executive-level customer escalations with urgency, empathy, and root cause analysis.
Maintain real-time quality control across comments, posts, and direct messages.
Validate customer contacts that have not received a response to ensure full coverage and uphold engagement standards.
Scan TikTok, Instagram, and emerging platforms for culturally relevant, funny, unexpected, or viral-worthy content.
Identify creative opportunities for Chewy to join conversations in ways that feel thoughtful and native to each platform.
Present proactive engagement concepts for cross-functional review, applying cultural intuition to timing, tone, and brand fit.
Track trends, audio, memes, and creator conversations to identify authentic opportunities for Chewy to participate.
Identify opportunities to create 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 to inform content planning and engagement strategies.
Create, update, and maintain internal documentation, playbooks, and process maps.
Assist with onboarding, mentoring, and guiding C2 Social Media Specialists as a creative and quality leader.
Lead start-of-day, intraday, and end-of-day shift handoffs to maintain continuity.
Support operational gaps as needed to maintain smooth daily coverage and consistent performance.