Social Media Support Manager, Customer Experience

Department: Customer Experience Management

Location: KSA

Description

About us:

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors.

About the role:

As a Community Manager at Tabby, you will be responsible for managing and engaging with our online community across various social media platforms. You will play a crucial role in providing exceptional customer support and building positive relationships with our customers who reach out to us on social media. You will also be responsible for managing and monitoring the company's social media accounts, creating engaging content, and analyzing social media data to drive insights and improvements.

Key Responsibilities

• Manage and engage with the company's online community on social media platforms, including responding to customer inquiries, comments, and messages in a timely and professional manner.
• Monitor social media channels for customer inquiries, comments, and reviews, and respond promptly and professionally to address customer needs and concerns.s
• Manage a team of social media specialists responsible for providing customer support through social media channels (e.g. Twitter, LinkedIn, Facebook, Instagram)
• Build and maintain positive relationships with customers through regular interaction, fostering a sense of community and trust
• Create engaging and relevant social media content, including posts, comments, and messages, that align with the company's brand voice and messaging
• Collaborate with internal teams (e.g. marketing, legal, compliance) to ensure social media content and responses are compliant with regulatory guidelines and brand standards
• Develop and manage social media support processes and procedures to ensure timely and effective resolution of customer issues
• Provide coaching and training to team members
• Stay up-to-date with industry trends and best practices in social media customer support, and apply them to improve our support services
• Collaborate with cross-functional teams, such as marketing, customer service, and compliance, to ensure consistent messaging and alignment with company policies and guidelines.s
• Stay up to date on industry trends, social media best practices, and financial industry regulations to ensure compliance with relevant guidelines.
• Provide regular reports and updates to management on social media performance, trends, and customer feedback
  
  
  

Skills, Knowledge & Expertise

• Native Arabic speaker.
• Manage and engage with the company's online community on social media platforms, including responding to customer inquiries, comments, and messages in a timely and professional manner.
• Monitor social media channels for customer inquiries, comments, and reviews, and respond promptly and professionally to address customer needs and concerns.s
• Manage a team of social media specialists responsible for providing customer support through social media channels (e.g. Twitter, LinkedIn, Facebook, Instagram)
• Build and maintain positive relationships with customers through regular interaction, fostering a sense of community and trust
• Create engaging and relevant social media content, including posts, comments, and messages, that align with the company's brand voice and messaging
• Collaborate with internal teams (e.g. marketing, legal, compliance) to ensure social media content and responses are compliant with regulatory guidelines and brand standards
• Develop and manage social media support processes and procedures to ensure timely and effective resolution of customer issues
• Provide coaching and training to team members
• Stay up-to-date with industry trends and best practices in social media customer support, and apply them to improve our support services
• Collaborate with cross-functional teams, such as marketing, customer service, and compliance, to ensure consistent messaging and alignment with company policies and guidelines.s
• Stay up to date on industry trends, social media best practices, and financial industry regulations to ensure compliance with relevant guidelines.
• Provide regular reports and updates to management on social media performance, trends, and customer feedback.

Preferred qualifications:

• Bachelor's degree in Communications, Marketing, or a related field
• Understanding of regulatory compliance guidelines for social media customer support in financial services
• Experience in community building, engagement, and advocacy programs
  
  
  

Job Benefits

• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.
• Health Insurance.
• Flexi Perks: a monetary benefit to spend on what matters most to you — health, well-being, education, or professional development.