Social Media Community & Live Events Coordinator

Social Media Community & Live Events Coordinator (Contract) Location: 100% Remote (PH Only) Position Type: 1099 Contractor, 40 hours a week Compensation: $1,200 (₱73,753.20) a month. Disbursed Semi-Monthly Reports to: Marketing Manager VA Claims Insider is looking for a dependable, highly responsive Social Media Community & Live Events Coordinator to own daily engagement across our social channels. In this role, you'll monitor and respond to a high volume of organic, paid-ad, and direct-message activity; publish scheduled content; create original social posts; and coordinate our weekly VACI Facebook LIVE events. Day to day, you may review and address hundreds of comments and messages, drawing on an approved library of responses, links, FAQs, and escalation procedures to reply quickly and consistently. The ideal candidate is organized and detail-oriented, with strong written communication skills in English and the judgment to know when to respond, acknowledge, hide, escalate, or route an issue to the right team member. You move fast without sacrificing accuracy, and you stay composed managing a steady, high-volume flow of engagement. What You’ll Do: Social Media Comment and Community Management Monitor comments across VACI social media channels using Agorapulse and native platform tools. Respond to or appropriately acknowledge comments on Facebook, Instagram, YouTube, TikTok, LinkedIn, and other active VACI channels. Manage comments on both organic social posts and paid advertisements. Review and address potentially hundreds of comments each day. Use approved canned responses, links, FAQs, and brand messaging to answer common questions efficiently and consistently. Personalize templated responses when appropriate so replies do not feel robotic or repetitive. Engage positively with veterans and guide them toward approved VACI resources, offers, or next steps. Identify comments that require a more specific response from a coach, customer-service representative, or internal team member. Hide, flag, delete, or escalate spam, scams, misinformation, abusive comments, threats, legal concerns, sensitive veteran situations, or potential brand-reputation issues. Avoid providing medical, legal, or individualized VA claims advice. Direct Message Management Monitor and respond to incoming direct messages across active social platforms. Handle common questions using approved responses, FAQs, and resource links. Route sales, customer-service, billing, refund, technical-support, or case-specific inquiries to the appropriate team member or system. Maintain clear notes when a conversation is escalated or handed off. Follow up when needed to confirm that routed questions have been addressed. Protect confidential or sensitive information and move conversations away from public channels when appropriate. Weekly VACI Facebook LIVE Coordination Coordinate and support one VACI Facebook LIVE event each week. Confirm the participating VACI coach, presenter, topic, date, and time. Coordinate titles, descriptions, graphics, links, talking points, and promotional posts. Ensure the presenter has the correct access links and event instructions. Schedule and publish promotional posts before the event. Moderate comments and audience questions during the live broadcast. Identify strong questions for the presenter to answer live. Remove spam or inappropriate comments during the event. Coordinate publishing and promotion of the replay after the event. Confirm that event descriptions, calls to action, and links are accurate. Social Media Publishing Schedule and publish approved VACI social content through Agorapulse. Confirm that posts are formatted correctly for each platform. Check captions, links, hashtags, tags, thumbnails, graphics, and publishing dates before content goes live. Monitor for failed posts, broken links, formatting issues, or platform errors. Maintain an organized and accurate social publishing calendar. Coordinate with the marketing, content, design, video, and coaching teams when materials or approvals are needed. Repurpose approved content across platforms when appropriate. Original Content Creation Create some original social media content based on approved VACI topics, resources, videos, blogs, announcements, and campaigns. Draft captions, short-form posts, community questions, promotional copy, and basic engagement content. Use existing brand templates, creative assets, and messaging guidance. Work with internal marketing, design, content, and video team members for support on larger campaigns or more advanced creative needs. Suggest timely post ideas based on recurring audience questions, social engagement, upcoming Facebook LIVE topics, and VACI priorities. This role is not responsible for video editing. Customer-Service Routing and Escalation Recognize when a social interaction involves an existing customer, technical issue, billing concern, refund request, complaint, or service problem. Route those cases promptly to the appropriate customer-service or internal team. Avoid attempting to resolve issues outside the role’s approved authority. Track recurring complaints, questions, or service issues and report trends to management. Escalate urgent or high-risk situations immediately. Reporting and Team Communication Provide a concise weekly report covering: Comment and direct-message volume Response volume Unresolved or escalated conversations Common questions and objections Customer-service issues routed to other teams High-performing posts Negative feedback or emerging reputation concerns Facebook LIVE attendance and engagement Recommended content opportunities Communicate quickly when a reputational, compliance, customer-service, or technical issue arises. Keep internal notes, content calendars, and handoff records organized. Participate in marketing team meetings as requested. Required Qualifications: At least two years of experience in social media management, online community management, customer support, or a related role. Strong written English with clear grammar, sound judgment, and a professional but conversational tone. Experience responding to a high volume of public comments and direct messages. Experience scheduling and publishing content across multiple social platforms. Ability to work efficiently from approved response templates without sounding impersonal. Strong judgment in determining when to respond, acknowledge, hide, delete, escalate, or route a message. Experience coordinating livestreams, webinars, virtual events, or social broadcasts. Strong attention to detail and ability to follow brand and response guidelines. Reliable internet connection and a professional remote-work environment. Ability to work independently, stay organized, and complete repetitive, high-volume tasks accurately. Preferred Qualifications: Agorapulse experience is a strong plus. Experience with another social media management platform such as Sprout Social, Hootsuite, Buffer, or a similar tool. Previous experience supporting a U.S.-based company. Experience with Facebook or Instagram paid-ad comment moderation. Experience managing social media direct messages and routing customer-service inquiries. Basic social copywriting and original content creation experience. Familiarity with GoHighLevel, Google Workspace, Slack, Asana, Monday.com , or similar platforms. Basic Canva experience. Experience in the veteran, military, healthcare, legal, financial, or another regulated industry. VA Claims Insider is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law