[Hiring] Senior Social Media Engagement Specialist @Chewy

Role Description

Chewy is seeking a Senior Social Media Engagement Specialist who thinks in trends, reacts in real time, and instinctively knows when a moment is about to take off. Success in this role requires deep fluency in internet culture and the ability to write with range—balancing empathy and warmth with speed, wit, and sharp cultural awareness.

In this role, you’ll operate at the intersection of community engagement, cultural trendspotting, and high-visibility customer interactions:

• Respond to Chewy’s most sensitive, viral, or high-impact engagements.
• Lean into proactive discovery on TikTok, Instagram, and emerging platforms.
• Work closely with cross-functional partners in Marketing, WOW, Public Relations, Customer Experience, and other stakeholder groups.
• Help shape how millions experience Chewy online.

Qualifications

• Exceptional written communication skills across an emotional spectrum.
• Demonstrated experience engaging on brand social channels or large online communities.
• Deep knowledge of social trends, meme culture, platform features, viral dynamics, and emerging online behaviors.
• Strong intuition for identifying content with viral potential.
• Ability to multitask across multiple screens, tools, and conversations.
• Experience with Sprinklr and native platform tools (Meta Business Suite, TikTok tools, etc.).
• A proactive mindset—identify trends, risks, and opportunities early.
• Ability to maintain composure and high judgment in fast-moving situations.
• Adaptability to policy or process updates and flexibility to adjust schedules.

Requirements

• Respond to Chewy’s most sensitive, high-leverage, or high-visibility interactions across all social channels.
• Resolve executive-level customer escalations with urgency, empathy, and root cause analysis.
• Maintain real-time quality control across Chewy’s comments, posts, and DMs.
• Validate all customer contacts without a response to ensure full coverage.
• Actively scan TikTok, Instagram, and emerging platforms for culturally relevant content.
• Identify opportunities for Chewy to join conversations creatively.
• Collaborate with Marketing, Public Relations, Legal, and other partners.
• Create, update, and maintain internal documentation, playbooks, and process maps.
• Assist in onboarding, mentoring, and guiding C2 Social Media Specialists.
• Lead clear start-of-day, intraday, and end-of-day shift handoffs.

Benefits

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

Company Description

Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere—different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!

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.