Customer Care Social Media Engagement Specialist

The Customer Care Social Media Engagement Specialist serves as one of Chewy’s public-facing social media representatives. This role focuses on engaging with pet parents across platforms such as Facebook, Instagram, X (Twitter), TikTok, and YouTube while responding to comments, direct messages, and customer inquiries in a way that reflects Chewy’s brand voice and values.

This position blends customer service, social media management, community engagement, and brand advocacy. Specialists identify customer concerns, escalate sensitive issues when necessary, participate in online conversations, monitor trends, and create positive interactions that strengthen customer relationships and build community engagement.

Unlike a traditional call center position, most customer interactions occur through social media, messaging platforms, and written communication channels.

### Key Responsibilities

* Monitor social media channels including Facebook, Instagram, X, TikTok, and YouTube
* Respond to customer comments, direct messages, and public posts
* Deliver thoughtful, personalized customer interactions
* Create engaging responses that encourage community participation
* Identify and escalate sensitive customer concerns and brand issues
* Monitor social media trends, conversations, and emerging topics
* Collaborate with internal teams and vendors to ensure accurate responses
* Generate customer delight opportunities through personalized experiences and gifts
* Utilize Sprinklr and social media management tools
* Moderate conversations and maintain brand standards
* Handle high-visibility customer interactions professionally
* Participate in ongoing training and process improvements

### Requirements

* High School Diploma or equivalent required
* Excellent written and verbal communication skills
* Experience managing online communities or social media channels preferred
* Knowledge of social media platforms, trends, and etiquette
* Strong attention to detail and judgment in public communications
* Ability to multitask across multiple systems and conversations
* Experience with Sprinklr, Meta Business Suite, or similar platforms preferred
* Ability to work weekends, holidays, and flexible schedules as needed
* Positive attitude and creative mindset
* Strong customer service skills

### Benefits

* Competitive wages
* Medical and dental insurance
* 401(k) benefits
* Ongoing training and development
* Career growth opportunities
* Remote work flexibility
* Supportive team environment

### Good Fit For

This role may be a strong fit for candidates with experience in social media moderation, community management, customer service, chat support, brand engagement, content moderation, digital communications, customer experience, online reputation management, influencer support, or social media marketing.