CS Social Media Specialist

Chewy; Florida; On-site; USD 19,889 - 28,326; Full time

Benefits offered by this job

Medical & Dental Insurance

401(k)

Ongoing training and development

Job summary

Chewy is seeking a Customer Care Social Media Engagement Specialist to engage online with pet parents. You will monitor various platforms, respond to queries, and ensure authentic interactions that match our brand voice. If you're skilled in social media, empathetic, and enjoy connecting with customers, this role is for you.

Join Chewy to become part of a diverse team that empowers personal authenticity and growth. We offer competitive wages, and various benefits, making it a rewarding and fulfilling place to work.

Qualifications

• Ability to engage with customers online with warmth, wit, and clarity.
• Experience with brand social channels.
• Flexibility to work unpredictable hours.

Responsibilities

• Monitor and engage with Chewy customers across social platforms.
• Respond to private messages and public comments maintaining brand voice.
• Create authentic engagements that spark conversation and build community.
• Identify sensitive issues or trending topics effectively.
• Collaborate with internal teams to ensure accurate communications.
• Operate social media tools to maintain brand standards.

Skills

Excellent written and verbal communication skills

Proven experience managing online communities

Up-to-date knowledge of social trends

Strong attention to detail

Ability to multitask

Comfortable using social tools

Positive attitude

Education

High school diploma or equivalent

Tools

Sprinklr

Meta Business Suite

Job description

Job Description

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.

Compensation: $17.50/ hr

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 maintaining Chewy’s unique tone while remaining mindful of brand voice.
• Create authentic, trend‑savvy engagements that spark conversation, delight our followers, and build community.
• Identify and elevate 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?

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners come from everywhere—different places and walks of life. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture thrives on delivering results and becoming our 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 you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will receive ongoing training and development, resources, and opportunities to become your best.
• YOU WILL BE REWARDED: Chewy offers competitive wages, medical & dental insurance, 401(k), and more. The biggest perk is the ability to work alongside other smart, driven, and passionate Chewtopians who make an impact each day.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally protected characteristic.

If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, please contact [e-mail].

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy

To access Chewy's California CPRA Job Applicant Privacy Policy, please click here: https://www.chewy.com/app/content/CPRA