[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.ResponsibilitiesRespond 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 voiceResolve executive-level customer escalations with urgency, empathy, and root cause analysisMaintain real-time quality control across Chewy’s comments, posts, and DMs to ensure engagement expectations are consistently metValidate all customer contacts without a response to ensure full coverage and safeguard engagement standardsActively scan TikTok, Instagram, and emerging platforms to spot culturally relevant, funny, unexpected, or viral-worthy contentIdentify opportunities for Chewy to join conversations creatively, thoughtfully, and in ways that feel native to each platformBring forward proactive engagement concepts for cross-functional review, using strong cultural intuition to determine timing, tone, and brand fitTrack trends, audio, memes, and creator conversations to anticipate where Chewy can authentically participateIdentify opportunities for 'surprise and delight' moments through thoughtful, personalized engagements or giftingCollaborate with Marketing, Public Relations, Legal, and other partners to ensure messaging accuracy and brand alignmentShare trend insights, cultural observations, and social risks that help inform content planning and broader engagement strategiesCreate, update, and maintain internal documentation, playbooks, and process mapsAssist in onboarding, mentoring, and guiding C2 Social Media Specialists as both a creative and quality leaderLead clear start-of-day, intraday, and end-of-day shift handoffs to maintain continuityStep into operational gaps as needed to support smooth daily coverage and consistent performanceSkillsExceptional 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 spacesDemonstrated experience engaging on brand social channels or large online communities, confidently navigating high-visibility interactionsDeep knowledge of social trends, meme culture, platform features, viral dynamics, and emerging online behaviorsStrong intuition for identifying content with viral potential and shaping brand-safe, creative engagement ideasAbility to multitask across multiple screens, tools, and conversations while maintaining high quality and attention to detailExperience with Sprinklr and native platform tools (Meta Business Suite, TikTok tools, etc.)A proactive mindset—you identify trends, risks, and opportunities early and take initiativeAbility to maintain composure and high judgment in fast-moving, high-pressure, or public-facing situationsAdaptability to policy or process updates and flexibility to adjust schedules based on business needsBenefitsCompetitive wagesMedical & dental insurance401kOngoing training and development, resources, and opportunities to become your bestCompany OverviewChewy is a pet store that offers products, services, supplies, and prescriptions for pet parents and partners with online services. It was founded in 2011, and is headquartered in Plantation, Florida, USA, with a workforce of 10001+ employees. Its website is https://www.chewy.com.Company H1B SponsorshipChewy has a track record of offering H1B sponsorships, with 48 in 2026, 250 in 2025, 164 in 2024, 223 in 2023, 305 in 2022, 189 in 2021, 161 in 2020. Please note that this does not guarantee sponsorship for this specific role.