[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 Specialist who excels in engaging with cultural conversations and online communities. The role involves responding to high-impact customer interactions and proactively identifying trends on platforms like TikTok and Instagram to enhance Chewy's online presence.

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

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

Company Overview

Company H1B Sponsorship