Note: The job is a remote job and is open to candidates in USA. Chewy is seeking a Customer Care Social Media Engagement Specialist who excels in writing with clarity, empathy, and wit while building relationships online. In this role, you will engage with customers across various social media platforms, respond to inquiries, and create authentic interactions that enhance the community experience.
Responsibilities
- 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
Skills
- 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
Benefits
- Competitive wages
- Medical & dental insurance
- 401k
- Ongoing training and development
- Resources, and opportunities to become your best
Company Overview