Social Marketing Virtual Assistant Supervisor

Social Marketing Virtual Assistant Supervisor

Full time, long term. Remote (Philippines).
Hours: 9:00 AM to 5:30 PM US Pacific Time, Monday to Friday.
Rate: $5.50 to $7.00 per hour, depending on experience.
Pay: Twice a month. PayPal for now, moving to Wise from October.

We are a US based brand selling automotive covers and accessories. You will lead a small team of two Marketing Agents who handle social media comments and private inquiries every day.

Department: Marketing
Reports to: Social Media Manager
Direct reports: Marketing Agents (social media comments & inquiries)

ROLE SUMMARY
The Social Marketing Virtual Assistant Supervisor owns the day to day performance of the Marketing Agent team responsible for social media comments and private inquiries. This role keeps the review process efficient, the SOPs current, and the Hootsuite environment properly configured, while acting as the first point of escalation for agents and the connective tissue between Marketing and other departments. The supervisor is both a process owner and a hands on operator, stepping into the queue whenever coverage is needed.

KEY RESPONSIBILITIES
Process & SOP Ownership
- Optimize review process efficiency and identify bottlenecks in agent workflows.
- Recommend, document, and roll out SOP improvements as processes evolve.
- Develop response and coverage strategies, then cascade them across the full team, including Sydney, to keep processes consistent across locations.

Team Leadership & Coaching
- Run weekly meetings with Marketing Agents when there are updates to communicate or coaching is needed to improve response quality.
- Assist agents with process questions and guideline clarification via Teams, with a standard response time of 20 to 30 minutes.
- Provide feedback on response tone, accuracy, and adherence to brand voice.

Platform Administration & Monitoring
- Manage Hootsuite settings to maintain automation and keep configurations aligned across all agents.
- Monitor Hootsuite activity to confirm agents are performing to expectation and flag gaps early.
- Monitor the waiting message queue on Hootsuite and respond as needed throughout the day, through end of day.

Coverage
- Step in to cover extra hours when a Marketing Agent is unavailable, handling social media comments and private inquiries directly.
- When your core workload is light, pick up standing backlog work assigned by your supervisor. Downtime is expected to be filled with company work, and you note what you worked on in your end of shift report.

Reporting & Cross-Functional Alignment
- Prepare weekly reports on team activities, volume, response times, and progress against goals.
- Send a short end of shift report every working day: messages resolved, the time the queue was cleared, and what you worked on after that.
- Ensure cross departmental alignment so escalations, product questions, and campaign changes flow smoothly between Marketing and other teams.

QUALIFICATIONS
- 2+ years in social media management, community management, or customer support operations, with at least 1 year supervising or coordinating a team.
- Experience administering Hootsuite (or a comparable platform such as Sprout Social or Agorapulse), including inbox routing, automation rules, and permissions. If you have only used it as an agent, say so in your application. We still want to hear from you.
- Demonstrated experience writing or improving SOPs and documentation.
- Comfortable working across time zones and coordinating with distributed teammates.
- Strong written English and sound judgment on brand voice and escalation calls.
- Proficient with Microsoft Teams and standard reporting tools.

ATTRIBUTES FOR SUCCESS
- Responsive without being reactive. Holds a 20 to 30 minute support SLA while protecting focus time for process work.
- Willing to work the queue personally. No task is beneath the role.
- Spots patterns in recurring inquiries and turns them into documented guidance.
- Communicates clearly enough that a strategy set at HQ lands the same way in Sydney.

SUCCESS METRICS (FIRST 90 DAYS)
- Response time and resolution time on social inquiries at or below target.
- SOP library reviewed, with at least two documented process improvements implemented.
- Weekly reporting cadence established and consistently delivered.
- End of shift report sent every working day.
- No waiting item in the Hootsuite queue left unhandled past end of day.

HOW TO APPLY
Apply through OnlineJobs.ph message or ---------- only. Applications sent to any other email address will not be reviewed.

Answer the four questions below, four sentences or fewer each, and attach your resume.

Platform administration

1. Tell us about the last automation rule or routing setup you built in Hootsuite, Sprout Social, or Agorapulse. What problem was it solving, and what exactly did you configure? Name the feature.

2. Which of these have you set up yourself: inbox routing, assignment rules, automation rules, user permissions? Tell us which platform. If you have only worked as an agent replying to messages, just say so.

Supervising a live queue

3. How many agents were you responsible for, and did that queue have a response time target? If it did, what was the target?

4. How did you check whether an agent was actually working the queue, not just logged in? And what did you do the last time one of them was slow or went off brand?

Optional
If you have an SOP you personally wrote or improved, send the file or a 5 to 10 line excerpt. No penalty if you do not have one or cannot share it.

Please write this message yourself. Every output of this role is written, so your application is already the first writing sample we look at. If you have not done something, just say so. "I have never configured that" costs you nothing here.