Hybrid Social Media Claims Specialist – Temporary

at Vueling Airlines

• Job title: Social Media Claims Specialist – Temporary
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Swift
• Location requirements: Hybrid, Viladecans, Spain

About the role

• Manage high-impact social media interactions at Vueling, ensuring reputation protection and customer engagement. Collaborate with teams and external vendors for operational consistency.

Responsibilities

• Manage high-impact social media interactions, particularly critical or reputational cases, ensuring swift and appropriate resolution; within the airline’s social media ecosystem, overseeing customer interactions and coordinating with an external provider for daily operational consistency; in strict adherence to brand tone, service guidelines, regulatory policies, and established escalation protocols; in order to safeguard the airline’s reputation, enhance customer engagement, and improve social media claims-handling efficiency through continuous monitoring and strategic collaboration.
• Monitor social media channels (X/Twitter, Facebook, Instagram, etc.) for high-priority mentions, escalations, or reputational risks, ensuring VIP, political, or sensitive customer interactions are managed in coordination with External Communications or the Social Media & Claims Manager.
• Act as the primary liaison for the external vendor handling daily social media responses, overseeing service-level agreements (SLAs), performance quality, and adherence to brand tone, while providing corrective feedback when needed.
• Collaborate with External Communications and Marketing (if relevant) to align on brand messaging, campaigns, and promotional content, providing input on engagement strategies such as milestone celebrations, customer FAQs, and crisis communication improvements for the external provider.
• Use social listening tools to monitor airline mentions, sentiment, and potential crises in real time, tracking key performance indicators (KPIs) such as response times, sentiment trends, and escalations handled while compiling periodic reports for the Social Media & Claims Manager and other stakeholders.
• Maintain up-to-date escalation protocols for critical social media cases, ensuring the external provider understands when and how to escalate, while working with Legal/Compliance and Corporate Affairs on sensitive topics or legal matters.

Requirements

• Bachelor's degree in Communications, Marketing, Public Relations, or a related field.
• Equivalent professional experience in social media management or digital customer service may be considered.
• Proven experience managing corporate social media accounts, including handling escalated or high-profile customer cases, particularly in industries where customer engagement and brand reputation are critical (e.g., airline, travel, or service-oriented sectors).
• Hands-on experience overseeing vendor or partner relationships, ensuring compliance with Service Level Agreements (SLAs), monitoring external service provider performance, and implementing corrective measures when necessary.
• Demonstrated ability to manage high-profile or sensitive cases, ensuring a careful balance between legal considerations, brand reputation, and customer satisfaction.
• Experience handling customer escalations, including the ability to engage with stakeholders at various levels, providing strategic guidance on social media crisis management.
• Strategic mindset with a data-driven approach, using social media analytics to identify trends, risks, and engagement opportunities, and presenting findings to senior leadership for strategy refinement.
• English – C1 (Advanced proficiency).
• Spanish – C1 (Advanced proficiency).

Benefits

• Flight benefits: Our team get ready to start flying by booking benefit flights as soon as joining us.
• Variable compensation: To add to the fixed compensation, our team have variable compensation according to your role, company and individual performance.
• Vueling Flex: We know life changes, so we are able to adjust our benefits each year to your personal and family situation – Health insurance, training, transportation and much more.
• Vueling Discounts: We know there is also more to life than work. That's why we have access to our discount platform where we can find more than 400 offers in different categories such as travel, shopping, training, and many more!
• Make it Healthy: Our programme focuses on our team and our well-being! It includes: Gym, Nutrition, Physiotherapy, Acupuncture, Psychology support, Medical service, etc.