Social Media Community & Live Events Coordinator

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Nice to have

• 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.