CS Social Media Specialist

Job Description:

Our Opportunity:

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.

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. 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.

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. 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. Why Chewy Customer Service? It's not just about us. It is also about what you get. That's 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 CAAR@chewy.com. If you have a question regarding your application, please contact HR@chewy.com. Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.