[Remote] Sr CS Social Media Specialist

Note: The job is a remote job and is open to candidates in USA. Chewy is seeking a Senior Social Media Engagement Specialist who thinks in trends and reacts in real time. In this role, you’ll operate at the intersection of community engagement and cultural trendspotting, responding to high-visibility customer interactions and proactively discovering opportunities to engage authentically on social media platforms.

Responsibilities

• 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
• Assist 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

Skills

• 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

Benefits

• Competitive wages
• Medical & dental insurance
• 401k
• Ongoing training and development, resources, and opportunities to become your best

Company Overview

Company H1B Sponsorship