Our Opportunity:
Chewy is seeking a Customer Care Social Media Engagement Specialist who writes with clarity, empathy, and a touch of wit and who understands the difference between posting and truly building relationships online. You're fluent in the pace, norms, and cultural language of each platform and know how to show up in ways that feel real, human, and native to social.
In this role, you'll be one of Chewy's frontline voices-helping customers with questions or concerns, making our community feel seen and understood, and spotting moments to surprise and delight. Every comment, reply, and DM is an opportunity to deepen trust, brighten someone's day, solve a problem, or deliver a WOW moment.
You'll shape how pet parents experience Chewy on social-one thoughtful interaction, rescue moment, or WOW-worthy response at a time-ensuring we show up as helpful, emotionally attuned, and delightfully human to the pet parents we serve.
What You'll Do:
- 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.
What You'll Need:
- 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.
Why Chewy Customer Service?
It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.
- YOU BELONG: 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!
- YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best - no matter your role or location.
- YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
- YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
- YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, plus more! Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.
If you have a disability under the Americans with Disabilities Act or similar law, and/or you need an accommodation during the application process or to perform these job requirements, please contact [email protected]. If you have a question regarding your application, please contact [email protected].
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).
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. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- Excellent written and verbal communication skills
- 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 and Meta Business Suite
- Flexibility to work shifts, weekends, and holidays as needed
- Positive attitude and creative spirit
- High school diploma or equivalent required
What the Team is Saying
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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Employees engage in a combination of remote and on-site work.
