Welcome to this recruitment process with Vueling!Por favor, asegúrese de leer atentamente los siguientes detalles antes de enviar cualquier solicitud.Applying is your first step to having the opportunity to join thefirst Top Employer airline in Europe.We hope the information you find here encourages you to apply so we can get to know you and stay connected.Let's start by getting to know us better!At Vueling, we love things to happen.We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other’s skills.We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.Job PurposeTo deliver outstanding customer care through social media channels by managing high-impact interactions, resolving complex or sensitive cases, and protecting the airline’s reputation.The role ensures timely, empathetic, and solution-oriented responses to customers within Vueling’s social media ecosystem. It involves overseeing customer interactions handled by an external provider, ensuring service quality, consistency, and compliance with brand voice, service standards, and escalation protocols.The ultimate goal is to enhance customer satisfaction, strengthen brand trust, and continuously improve the efficiency and quality of social media claims management.Main AccountabilitiesMonitor social media channels (X/Twitter, Facebook, Instagram, etc.) to identify urgent customer issues, complaints, escalations, and reputational risks, ensuring sensitive, VIP, or politically exposed cases are managed appropriately in coordination with External Communications or the Social Media & Claims Manager.Act as the main point of contact for the external customer service provider handling day‑day social media responses, ensuring service quality, SLA compliance, tone of voice consistency, and customer‑centric communication standards. Provide feedback and corrective guidance when needed.Deliver empathetic, solution‑driven support in complex or high-profile cases, balancing customer satisfaction, legal considerations, and brand reputation.Collaborate closely with Customer Service, Call Centre, Baggage, Claims, Marketing, and Corporate Affairs teams to ensure accurate information, alignment of messaging, and seamless customer experience across touchpoints.Use social listening and analytics tools to monitor sentiment, identify trends, anticipate potential crises, and track KPIs such as response time, resolution time, escalation rate, and customer satisfaction indicators.Maintain and improve escalation protocols to ensure critical cases are managed quickly and efficiently, supporting the external provider with clear guidelines and decision frameworks.Contribute to continuous improvement initiatives aimed at enhancing digital customer experience, optimizing workflows, and strengthening customer engagement strategies.Main RelationshipsSocial Media & Claims Manager.External Comms / Corporate Affairs.Call Centre Manager, Customer Claims Specialists, Baggage Search Specialist.Customer Service Manager, Marketing.Social Media Provider/Vendor.Customers.Influencers/VIPs.EducationBachelor'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.ExperienceProven 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.LanguagesEnglish – C1 (Advanced proficiency).Spanish – C1 (Advanced proficiency).LocationViladecans, Barcelona.Level5Level5We are the only Top Employer airline in EuropeFor the second year running,Vuelingis the only European airline and the only low-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.#FlyToYourFullPotentialEvery single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a adaptable working model, and more! Want to learn more? Click here.Our CultureWe thrive onteamworkandcollaboration. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.Ourpositive working atmosphereis unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do:Connecting People and Places!Learn more about our Mission, Vision, & Values.Our Recruitment ProcessYour experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety andignite your passionfor this extraordinary experience! xcskxlj Please take a closer look at how our process works.#J-18808-Ljbffr