Job Title: Social Media Support Manager

Company: VetClaims.ai
Location: Remote
Employment Type: Full-Time
Schedule: Monday – Friday

Position Summary

We are hiring a Social Media Support Manager to lead and build our social media support operation. This role is responsible for team performance, processes, and protecting the veteran experience across all social platforms.

Key Responsibilities:

• Lead, coach, and develop a team of Social Media Support Specialists
• Own daily operations including queues, workflows, and scheduling
• Build and maintain SOPs, playbooks, and escalation processes
• Monitor and improve KPIs (response time, quality, sentiment, escalation rate)
• Handle complex or high-visibility veteran interactions
• Partner with Customer Support, Training, Marketing, and Compliance teams
• Manage social media tools and ticketing systems (StatusBrew, HubSpot)
• Identify trends, risks, and opportunities to improve brand reputation

Minimum Qualifications:

• Experience managing customer support, social media, or community teams
• Strong understanding of major social media platforms (Facebook, Instagram, TikTok, Reddit, LinkedIn, X)
• Ability to build processes and improve workflows from scratch
• Strong written communication skills
• Ability to manage multiple priorities and operate independently
• Experience using data and metrics to drive decisions

Preferred Qualifications:

• Knowledge of VA claims, veteran experience, or benefits-related services
• Familiarity with CFR (Code of Federal Regulations)
• Experience with social media management tools (StatusBrew, Agorapulse, etc.)
• Experience with HubSpot or similar CRM/ticketing systems

What Success Looks Like:

• Clear team structure and processes established
• Improved response times and quality metrics
• Strong brand voice and veteran experience across platforms
• Reduced escalations through better workflows and coaching

Work Environment:

• Fully remote
• Fast-paced, high-growth company
• Mission-driven team supporting veterans

Why Join Us:

At VetClaims.ai, you’ll have the opportunity to build and lead a function that directly impacts how veterans experience our company every day.