[Hiring] Social Media Support Manager @PATRIOTCLAIMS LLC

Role Description

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.

• 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

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

Requirements

• 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

Benefits

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

Work Environment

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